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Customer Service Manager

1 month ago

Harleysville, United States ALL Holding Company Full time

JOB TITLE: Customer Service Manager



DEPARTMENT: Customer Service



CLASSIFICATION: Exempt




POSITION SUMMARY:



Leidy’s Premium Meat is seeking an experienced and dynamic Customer Service Manager to lead our customer service team. As a key member of our organization, you will play a crucial role in ensuring exceptional customer experiences and driving growth through inside sales initiatives.





ESSENTIAL JOB FUNCTIONS:



Team Leadership and Management:



Oversee the existing customer service team, providing guidance, coaching, and support. Foster a positive and collaborative work environment, encouraging teamwork and professional development. Set performance goals, conduct regular performance evaluations, and address any performance issues promptly. Customer Experience Enhancement: Improve overall customer service experience by implementing best practices and efficient processes. Handle escalated customer inquiries or complaints, ensuring timely resolution. Collaborate with cross-functional teams (sales, production, logistics) to enhance customer satisfaction. Inside Sales Transformation: Develop and execute strategies to shift the customer service team’s focus toward inside sales. Identify opportunities for upselling, cross-selling, and promoting Leidy’s products to existing customers. Work closely with the sales team to align efforts and maximize revenue generation. Monitor and sell aged/overrun inventory Service Procedures and Policies: Establish and refine customer service procedures, policies, and standards. Ensure consistent adherence to service protocols across the team. Continuously monitor and improve service quality. Data Analysis and Reporting: Analyze customer service metrics, including response times, resolution rates, and customer feedback. Generate regular reports for management, highlighting trends and areas for improvement. Collaboration and Communication: Collaborate with other departments (production, quality control, marketing) to address customer needs effectively. Communicate product updates, promotions, and relevant information to the customer service team. Maintain and update customer price sheets



OTHER FUNCTIONS:



Customer Complaints: Address and resolve customer complaints promptly, maintaining a high level of professionalism and empathy. Credits: Process customer credits accurately, ensuring compliance with company policies. Customer Product Samples: Coordinate the distribution of product samples to potential customers, showcasing Leidy’s quality offerings. Order Entry: Oversee accurate and efficient order entry processes, minimizing errors and ensuring timely fulfillment.





EDUCATION & EXPERIENCE:



Bachelor’s degree in Business Administration, Marketing, or a related field preferred. Proven experience in customer service management, preferably in the food industry. 5+ year in a management role is preferable. Strong leadership skills and the ability to motivate and inspire a team. Excellent communication, problem-solving, and negotiation abilities. Proficiency in CRM software, EDI, and Microsoft Office Suite.





QUALIFICATIONS NEEDED:



Ability to work with various departments and team members to develop accurate information to meet customer needs and demands. Demonstrated critical thinking and independent problem-solving skills with the ability to multi-task and meet challenging deadlines. Proficient written communication skills in business correspondence and other required documents; presents numerical data effectively. Strong oral communication skills: speaks clearly and persuasively; listens effectively; obtains clarification; conveys information and ideas in understandable terms at all levels of the organization and through proper channels; participates in meetings; responds well to questions. Takes ownership and accountability for mistakes, corrects and learns from them and has the ability to progress forward. Uses time efficiently; adapts to changes in the work environment; manages competing demands and changing approach or method to best fit the situation. Strong computer skills, including proficiency with Microsoft Windows and Microsoft 365 programs Demonstrates company Core Values; Integrity, Quality, Respect, Safety & Stewardship

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