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1 result for Help Desk Support Manager in Merced, CA
- Ceres, California
- onsite
- Temporary / Contract
- 30 - 40 USD / Hourly
- <p><strong>Essential Functions / Duties</strong></p><ul><li>Lead, coach, develop, and manage the Customer Service team, including assigning workloads, supporting staffing needs, delivering training, managing performance, and maintaining accountability for service standards.</li><li>Oversee the full customer order lifecycle, including order entry, validation, pricing, allocations, credit holds, order changes, cancellations, shipment coordination, invoicing support, and exception resolution.</li><li>Ensure customer, distributor, and sales orders are processed accurately and within established service level expectations across all applicable channels and ordering methods.</li><li>Partner with Sales and Finance to ensure pricing, depletion allowances, discounts, promotions, samples, billbacks, and other customer-specific programs are accurately reflected in orders and supporting documentation.</li><li>Coordinate with Warehouse, Logistics, Production, and Inventory teams to address product availability, vintage or SKU transitions, allocations, backorders, substitutions, shipment timing, and delivery requirements.</li><li>Act as the primary escalation point for complex customer, distributor, and sales-related issues, ensuring timely resolution while balancing customer experience, policy compliance, commercial commitments, and financial controls.</li><li>Build and maintain strong relationships with distributors, key accounts, sales teams, brokers, carriers, and internal stakeholders, while proactively communicating order status, product availability, shipment issues, and service risks.</li><li>Establish, document, and continuously improve customer service procedures, internal controls, order management workflows, and service standards to enhance accuracy, efficiency, responsiveness, and scalability.</li><li>Monitor key customer service metrics, including order accuracy, fill rate, on-time processing, backorders, deductions, claims, response times, service issues, and recurring root causes, and implement corrective actions as needed.</li><li>Oversee month-end customer service activities and support accurate order, shipment, and invoicing close processes in partnership with Finance and Sales.</li><li>Prepare and analyze recurring and ad hoc reports, including sales by customer, salesperson, brand, SKU, channel, geography, and other business dimensions as requested.</li><li>Maintain accurate customer master data, ship-to information, ordering requirements, routing instructions, and other account-specific details in relevant systems.</li><li>Support new product launches, vintage transitions, pricing updates, promotional programs, chain authorizations, distributor changes, and other commercial initiatives requiring customer service coordination.</li><li>Coordinate delivery appointments and special shipping requirements with warehouses, carriers, distributors, and customers, as needed.</li><li>Participate in sales, operations, S&OP, and other cross-functional meetings, providing customer service insights, identifying risks, and recommending actions.</li><li>Ensure compliance with company policies, internal controls, record retention requirements, applicable alcohol beverage regulations, and customer-specific requirements within the scope of the role.</li><li>Perform other related duties and special projects as assigned.</li></ul><p><br></p>
- 2026-09-11T00:00:00Z