AddressDescription
SUMMARY: The Customer Service Manager will lead our Customer Service Team. This role contributes to the Company's success by ensuring the overall goals are supported and achieved by applying judgment and initiative to determine and implement appropriate action. This individual will develop extensive knowledge related to all aspects of Customer Service operating policies, procedures, protocols, principals and accepted practices. The role will require significant collaboration with Sales, Distribution, Planning and Production, as well as other internal functional groups. To be successful, the individual will need to develop and demonstrate strong cross functional relationships and become a trusted member of the Customer Service/Sales Team. This position is hybrid/on-site.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
• Directs and oversees all aspects of the order execution through order fulfillment, pricing, and transportation.
• Develops best practices for Customer Service functions; designs and implements new work streams or improves upon existing processes; implements business-driven technology initiatives.
• Leads or participates in cross functional or key customer meetings representing the Customer Service perspective. Disseminates information back to the Customer Service department.
• Direct supervision of Customer Service Team/Representatives (CSRs).
• Establishes Customer Service Team goals; conducts performance and developmental reviews; and monitors performance against service targets and goals
• Meets with CSRs regularly to focus on KPIs; identifies opportunities for ongoing training; provides or facilitates development and skill-set enhancement training for team members; mentors and fosters the growth of team members.
• Maintains detailed understanding of system functionality, both SAP and Business Intelligence, and service requirements for our customers.
• Serves as escalation point for customer issues ensuring they are resolved as quickly and efficiently as possible, leveraging resources across the company as necessary.
• The duties and responsibilities described are not a comprehensive list of all tasks. Additional tasks and duties may be assigned from time to time as necessitated by business needs.
SKILLS:
• Excellent communication skills, written and oral, for effective interaction with all levels of company.
• Ability to think logically, problem-solve, and grasp concepts and information technology systems quickly.
• Ability to work independently without the need for daily direct management.
• Ability to lead a team and hold individuals accountable for the advancement of corporate goals.
• Excellent organizational skills with ability to meet tight deadlines.
• Experience in a manufacturing/food processing environment preferred.
• Working knowledge of Microsoft Office is required.
• Knowledge of SAP system is preferred.
• Knowledge and experience with National Grocery Customers (Walmart, Kroger, Albertsons, etc.) is preferred.
• Possessing leadership skills is preferred.
QUALIFICATION REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE: Bachelor's degree preferred; minimum of five years of Customer Service experience required, with two years in a Customer Service management role preferred.
COMPUTER SKILLS: Microsoft Office expertise.
LANGUAGE SKILLS: Ability to read, write and communicate orally in English. Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures or governmental regulations. Ability to write reports, business correspondence and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, employees and the general public.
MATHEMATICAL SKILLS: Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rate, ratio and percent and to create and interpret bar graphs.
REASONING ABILITY: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form. Demonstrated initiative and analytical skills.
PHYSICAL DEMANDS:
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit and use hands to finger, handle, or feel objects, tools, or controls. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and color vision.
WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.
