Customer Relations Manager

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CUSTOMER SERVICE Full Time Management

8 days ago Requisition

Lead the customer service team and strengthen customer relationships through accurate service, proactive communication, and support for sales growth. This role combines responsibility for daily customer service with monitoring account activity and helping existing and inactive customers do more business with the company.

The Customer Relations Manager independently manages daily customer service activities, team priorities, and proactive customer follow-up within established company guidelines. Works with sales and other departments to coordinate priorities, resolve issues, and support customer growth. Performance is evaluated based on service quality, team effectiveness, and progress toward agreed goals.

Supervise, coach, and develop two customer service employees. Set daily priorities, maintain coverage, provide training, and hold the team accountable for timely, accurate, and professional service. Promote teamwork, ownership, and effective communication.

Oversee customer requests, order processing, billing questions, and issue resolution. Use company order and inventory systems to coordinate with sales, production, quality, and shipping. Keep customers informed and follow through on commitments, escalating issues when needed.

Review ordering patterns to identify declining purchases, inactive accounts, and changes in customer needs. Work with sales leaders to prioritize accounts requiring attention, establish follow-up plans, and track customer activity and results.

Contact existing and inactive customers to understand their needs, encourage repeat business, and identify opportunities for additional products. Support quotes and sales follow-up within established pricing and approval guidelines. Coordinate opportunities with the appropriate salesperson or technical team.

Maintain accurate customer records and follow-up activity in company systems, including Hub Spot. Improve service workflows and report on service performance, customer feedback, outreach, reactivated accounts, and resulting sales. Follow applicable company procedures, food safety requirements, and safety practices.

Qualifications and Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below represent the knowledge, skills, and abilities needed. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor's degree in business or a related field, or an equivalent combination of education and relevant experience.
• At least five years of experience in customer service, account support, or inside sales, with demonstrated ability to lead, coach, and develop others.
• Strong communication and listening skills, with the ability to build customer relationships through phone, email, and other business interactions.
• Strong organization, attention to detail, and problem-solving skills, with the ability to manage competing priorities and follow through on commitments.
• Comfortable using digital tools to manage customer information, analyze ordering trends, and improve daily workflows, with the ability to learn new systems and use AI tools responsibly within company guidelines
• Ability to interpret customer order history, recognize account trends, and turn findings into practical customer follow-up.
• Travel may be required up to 10%, as dependent upon business needs.

Physical Demands and Work Environment-The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to use hands to finger, handle or feel; frequently required to hear and talk; regularly required to sit, stand and walk;…