Customer Service Manager

WAWONA FROZEN FOODS
ABOUT THIS COMPANY
We pride ourselves on being family-owned and operated and treating our employees like family. Working at a company where safety and quality are top priorities. Every day, Wawona Frozen Foods' commitment to excellence justifies its reputation for delivering superior quality, value, and service. Wawona's state-of-the-art production methods and facilities ensure consistent high-quality products - all while maintaining the highest food safety standards as required by the USDA and state regulators.
ABOUT THIS ROLE
The role of a Customer Service Manager with Wawona Frozen Foods will oversee, lead, and guide our customer-facing team. Responsibilities include hiring, performance management, providing leadership, fostering a safe work environment, successful resolution of customer-related issues, training on effective sales techniques, performing goodwill of customers while maintaining a high level of customer satisfaction, achieving sales, profit, inventory goals; and dealing with operational issues that affect service. This position will report to the Vice President of Sales.
DUTIES INCLUDE

• Active participation in Wawona Frozen Foods safety program to maintain a healthy and injury-free environment.
• Participate in training and company meetings to facilitate individual and company growth.
• Follow all GMP, HAACP, Food Safety, Food Defense, and SQF policies and procedures.

Order Fulfillment

• Take action necessary to ensure customer orders ship complete to arrive on the requested date.
• Monitor all daily order fulfillment activities and take appropriate action to resolve all issues.
• Ensure all orders are entered accurately on time.
• Monitor inventory availability for orders and take necessary action.
• Monitor pricing on orders and facilitate the resolution of issues.
• Immediately communicate with the appropriate sales director and/or production managers any issues or concerns about meeting the customer's needs, including product, delivery, information, or other requested services.
• Ensure customers are informed by personal contact of any changes to order or delivery details on time. Handle issues found by the Scale house team and give direction to the Customer Service Rep regarding the situation and the resolution.

Personnel Development Goals and Activities

• Develop and publish clearly defined standards of performance for all assigned personnel.
• Conduct regularly scheduled individual and team meetings to address issues impacting the ability to provide service that creates loyal customers.
• Evaluate department workloads and service quality to determine training needs and total staffing requirements.
• Lead continuous improvement by example.

Primary Regular Activities

• Support each Sales Division Director (ex: verify pricing, prepare special reports).
• Monitor all Forward Warehouse activities and inventory levels.
• Assist Customer Service reps as needed.
• Supervise transportation activities, including managing the overall relationship with Lyons Transportation.
• Manage the preparation, accuracy, and delivery of the Priority Report.
• Participate in S&OP meetings, coordinate with all parties (ex: Production, Purchasing, Sales Directors/Reps), and expedite issues.
• Monitor inventory holds, assess the impact on current sales orders, and coordinate needed action with operations.

Maintain

• Pricing sheets
• Department procedures for all regular activities.
• Handle special projects as assigned.
• Duties, responsibilities, and activities may change at any time, with or without notice.

REQUIREMENTS

• Bachelor's degree in communication, business, or related industry
• Minimum of 2+ years of experience in a manager role, preferably in the food manufacturing industry
• Excellent organizational, leadership, and decision-making skills
• Demonstrated organizational capabilities, detail-oriented, and the ability to handle multiple priorities.
• Excellent analytical and thinking skills to anticipate and identify issues and information requirements.
• Ability to work independently with minimal supervision.
• Excellent listening skills and strong communication skills.
• A strong work ethic and a "can do" attitude.
• Self-motivated and self-starter.
• Ability to create and support team morale.
• Good time management skills.
• Ability to identify and resolve complex issues.
• Strong computer skills in Microsoft Office Suite (Outlook, Word, Excel, Teams, One Drive)
• ERP software experience required: Business Central, Navision, or Dynamics.
• Must possess a valid California driver's license.

LOCATION

• This position will work out of our Cedar or Alluvial location.

BENEFITS

• Competitive Medical, Dental, Vision, ADD, Life, FSA and DCAP Benefit Options
• Generous 401k with Company Match
• Paid Holidays
• Vacation and Sick Time
• Wawona Wednesday's, End of Season Appreciation Events, T-shirts and Hats, Employee of the Month
• You'll have the opportunity to work with great people and make a real impact - while being your unique, authentic self at work

WHY SHOULD YOU APPLY

• We learn together. We believe in supporting all employees with all the training, resources, and tools to be successful. We invest in our people, we learn together, we take the time to train, and we grow together. We celebrate OUR people and want each employee to have a long career with Wawona Frozen Foods.
• We focus on building and keeping relationships, going above and beyond, and offering world-class service. Empowering each team member to make Wawona Frozen Foods better every day, come up with improvements and suggest suggestions, and help us be innovative. We are proud of our history and want to continue to leave a legacy.
• Wawona Frozen Foods promotes a work environment that encourages problem-solving, collaboration, and a culture of growth. We roll up our sleeves, we get dirty, we exemplify true grit, and we support each other because we truly care about our people.
• We pride ourselves on having a diverse team matching our diverse product base. We have an inclusive culture where different professional and personal perspectives, ideas, and suggestions are respected and welcomed.
• We pride ourselves on the fast-paced environment that our season creates, and we recognize that if it was not for our people working hard that we would not be as successful.
• We strive to deliver the best fruit products available and to be a valued partner in every one of our customer's successes.
• We take the time to build a relationship with our customers and make sure we are producing and delivering the best products specific to your needs.

PHYSICAL AND/OR MENTAL DEMANDS
While performing the duties of this job, the employee is required to:

• Stand and walk, feel, reach with hands and arms. Occasionally requested to sit and talk or hear.
• A fast-paced environment that requires high attention to details and minimal down time.
• Must be able to lift and/or move up to 25 pounds.
• Work flexible/varying schedules to support the team, customers, and deadlines.
• Specific vision abilities required by this job include peripheral vision, and ability to adjust focus.
• Adhere to dress code as outlined for working in a food manufacturing facility.
• Must be able to walk up and down stairs daily to get into the office.

ADDITIONAL INFORMATION
Applicants must be fully authorized to work in the U.S. and physically be in the U.S.
Wawona Frozen Foods is an equal opportunity employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, disability, veteran status, sexual orientation, gender identity, or any other protected factor.
NOTICE TO RECRUITERS, EMPLOYMENT AGENCIES, AND/OR VENDORS
Please note that Wawona Frozen Foods does not accept unsolicited resumes from recruiters, employment agencies, or vendors. Without a signed Recruitment Fee Agreement, Wawona Frozen Foods will not consider or agree to payment of any referral compensation or recruiter fee. If a recruiter or agency submits a resume or candidate without Wawona Frozen Foods' authorization, Wawona Frozen Foods is without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of Wawona Frozen Foods. Verbal commitments from any Wawona Frozen Food employees will not be considered binding terms. This applies to all Wawona Frozen Foods locations and offices. It is the responsibility of all third-party recruiters and vendors to know this policy.