Position Summary: The Customer Service Manager is responsible for overseeing the customer service team, ensuring high-quality service delivery, and maintaining customer satisfaction. This role involves managing daily operations, resolving complex customer issues, improving service processes, and ensuring adherence to customer service standards and policies.
Key Responsibilities:
Team Leadership: Lead, mentor, and motivate the Customer Relationship Managers and the customer service team to maintain productivity and a positive work environment.
Order Fulfillment: Oversee the processing of sales and purchase orders, ensuring timely and accurate order completion, while addressing special customer requirements.
Customer Communication: Provide timely updates on order status, product availability, and resolve issues with customers through various channels (phone, email, in-person).
Policy Development: Create, implement, and enforce customer service policies and standards to improve customer satisfaction and team performance.
Issue Resolution: Handle escalated customer complaints, track their resolution, and ensure complex issues are addressed with efficiency and professionalism.
Service Performance: Monitor and analyze customer service metrics, ensuring the team meets agreed service levels and identifying areas for improvement.
Cross-Department Collaboration: Work with other departments to implement strategies that support company growth and enhance the customer experience.
Resource Management: Ensure the customer service team has the necessary tools, resources, and training to perform at a high level.
Project Management: Lead and coordinate customer service projects to improve productivity, service quality, and profitability, while ensuring budget adherence.
Required Skills:
Detail-Oriented & Organized: Ability to prioritize, organize, and manage multiple tasks in a fast-paced environment while maintaining attention to detail.
Communication: Strong verbal and written communication skills, with a professional and friendly demeanor.
Team Player: Ability to collaborate effectively with diverse team members and work cross-functionally.
Problem Solving: Strong analytical and decision-making abilities to resolve issues and improve processes.
Self-Motivated: Proactive in taking ownership of tasks and working independently with minimal supervision.
Technical Proficiency: Proficient in Microsoft Office Suite (Outlook, Word, Excel) and comfortable with office equipment (fax, scanner, printer).
Customer Knowledge: Ability to learn and retain product knowledge to better assist customers.
Compliance & Safety: Adhere to Good Manufacturing Practices (GMP), Safe Quality Food standards (SQF), and workplace safety protocols (PPE).
Required Experience:
Education: Relevant bachelor's degree.
Experience: Prior customer service and supervisory experience, with a strong understanding of customer service principles and practices.
Skills: Expertise in problem analysis, decision-making, and process optimization.
Physical Demands / Work Environment:
Ability to lift up to 30 lbs.
Capability to work in a high-paced, hot environment, standing and walking for long periods.