Customer Service Manager

Customer Service Manager

Job Purpose

Manage the Customer Service team, ensuring high-quality service delivery through proper resource allocation for the successful execution of customer order management and issue resolution. Develop, implement, and manage customer service policies and procedures that align with the company's goals and enhance the customer experience.

Essential Functions

• Manage customer service operations, serving as point person for issue escalation

• Oversee and manage the Customer Service team to ensure high-quality service delivery

• Develop and implement customer service policies and procedures, ensuring adherence by the Customer Service team

• Continually review processes to improve overall efficiencies within the department

• Stay up-to-date with industry trends and implement innovative customer service strategies

• Mentor Customer Service Supervisors on best practices and customer service techniques

• Collaborate with other departments to resolve customer issues and improve overall customer experience

• Analyze the root cause of issues impacting customers and implement solutions

• Keep management and sales teams advised of all issues

• Develop, track, analyze, and report on key performance metrics; provide feedback for improvement

• Ensure goals are met in customer service, including survey ratings

• Facilitate requests for technical service, complaints, inquiries, or general communication

• Handle escalated customer inquiries and complaints in a professional and timely manner

• Approve customer returns

• Assist with the sale of aged and excess inventory through bargain basement sales

• Work on a variety of assigned special projects as needed

• Support food safety program, quality standards, and legality of manufactured products

• Perform other job-related duties as assigned

Qualifications (Education, Experience, Competencies)

• Associate’s degree and/or 10+ years of customer service experience with 5+ years of experience as a manager in a fast-paced call center environment

• Experience in food manufacturing as well as retail and foodservice distribution channels preferred

• Proven leadership and training skills with the ability to develop, influence, and motivate a team

• Excellent communication and interpersonal skills with the ability to build and maintain relationships across all levels of the organization

• Advanced proficiency using SAP, CRM, and Microsoft Office Suite (Word, Excel, PowerPoint)

• Strong knowledge of performance management methodologies and logistic functions in support of order management

• Demonstrated problem-solving ability with a continuous improvement mindset

• Ability to manage a fast-paced team environment, contributing to team development and performance to achieve organizational goals

• Proven organizational skills with the ability to plan time effectively, balance multiple priorities, and meet deadlines

• Ability to work beyond regularly scheduled hours and travel occasionally

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