Customer Service Manager

JOB PURPOSE
Plan, coordinate and monitor the activities of the customer service team to maintain and enhance customer relationships as well as meet organizational and operational objectives.

ESSENTIAL JOB FUNCTIONS

• This position manages Customer Service staff.
• This position also co-manages California Customer Service team in conjunction with the Operations Manager of California.
• Accomplishes customer service excellence standards by setting performance goals, developing service policies, analyzing metrics (e.g., response times), and resolving complex, escalated customer issues.
• Hires, trains, and motivates staff.
• Maintains and manages departmental workload of customer support team.
• Appraises job results by coaching, counseling and enforcing any disciplinary actions.
• Reviews and follows up on customer account receivables. Also, may review new orders for financial hold/release.
• Reviews & approves department time clock hours.
• Schedules and facilitates regular team meetings.
• Conducts timely performance evaluations.
• Initiates, coordinates and enforces systems, policies and procedures.
• Manages staff scheduling which includes: work schedules, time off requests/approval and overtime management.
• May directly handle key customer accounts and special projects.
• May be required to provide absence coverage for entire Customer Service team.
• May be required to review and release orders that have been put on financial hold.
• Conducts regular safety meetings when needed.
• Maintains a safe and secure work environment.
• The backup for this position is the Director of Customer Relations and the Customer Service Supervisor.

Will perform other duties as assigned. As a member of management, the Customer Service Manager's role regarding product safety and quality is broad in scope with responsibilities that include communicating Food Defense guidelines to staff and ensuring their usage, reporting safety and quality issues, enacting solutions and implementing pertinent procedures within the department as described in Food Defense Policy. This position backs up the Director of Customer Relations and the Customer Service Supervisor.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED

• college degree required.
• Must have a minimum of 8 years of Customer Service experience.
• Must have a minimum of 3 years of supervisory experience.
• Must possess proficient and professional email/telephone etiquette.
• Must have strong ability to lead, motivate and delegate tasks.
• Must have experience with Microsoft Outlook (or similar), Excel, and Word.
• Must possess accurate math skills.
• Must be well organized and have strong ability to multi-task.
• Must be able to communicate effectively in English; ability to communicate effectively Spanish is a plus.
• Reliable, predictable attendance is required.
• Must have food manufacturing experience

Our top characteristics are as follows:

• CS Management experience
• Food or food ingredient experience
• Technical background Office 365, ERP
• Professional, articulate
• Degreed candidates (at least associate's) OR working on a degree
• Job stability and longevity
• Mid-size company experience
• Will be fully onsite

PHYSICAL REQUIREMENTS
Employee must have no food allergies.

SUPERVISORY RESPONSIBILITY
Direct supervision of Customer Service teams.

Salary is 80-110K