![NatureSweet](https://media.trabajo.org/img/noimg.jpg)
Senior Customer Service Manager
4 weeks ago
NatureSweet®is the single-source solution for greenhouse-grown vegetables and is the #1 best-selling brand in snacking tomatoes. The largest vertically integrated agriculture company in North America, NatureSweet guarantees great-tasting produce year-round, both organic and conventional. Our vegetables are carefully grown, harvested, and packaged by more than 6,000 directly employed company Associates. NatureSweet tomatoes, cucumbers, and sweet peppers are handpicked at the peak of freshness and sold at major supermarket retailers throughout the United States, Mexico, and Canada. NatureSweet is dedicated to having a positive social, environmental, and economic impact within our communities, and our commitment is to transform the lives of agricultural workers throughout North America. This work, as well as our efforts regarding sustainability, have led us to earn B Corp, Fair Trade, and EFI certifications.
Role:
Senior Customer Service Manager
Main Objective:
The Sr. Manager of Customer Service role will work with Sr. Director to determine, implement, and refine all company service policies, procedures, and methods to achieve all retail and foodservice company objectives. The Sr. Manager will guide, direct, and oversee all aspects of the customer service organization and play a pivotal role in the Order to Cash process and in sales and quality policy compliance. With the goal of enhancing customer satisfaction, implementing strategies for continuous improvement, and maintaining alignment with cross-functional teams, the Sr. Manager, will lead, direct, and oversee a team of 8 representatives in San Antonio/Guadalajara, supporting all NatureSweet retail and foodservice customers
Requirements:
- 7 years of customer service
- at least 5 years in a supervisor role
- EDI proficiency
Key Accountabilities:
Leadership and Performance Metrics: Lead, mentor, supervise, and develop a team of customer service representatives to achieve departmental goals. Conduct regular performance evaluations and provide constructive feedback. Set service levels and requirements for the department.
Customer Service Strategy: Determine, develop, and implement customer service policies, procedures, and standards to ensure consistent and high-quality service. Identify opportunities to improve customer service processes and enhance the customer experience.
Customer Interaction: Possess and utilize superior customer service communication skills and abilities to handle escalated customer issues and resolve complex problems in a timely and efficient manner. Maintain a deep understanding of NatureSweet’s products and services to provide accurate and comprehensive information to customers.
Reporting and Analysis: Evaluate customer service performance reports, and refine / enhance such reports to improve customer service performance, including order fill rates, forecast accuracy, product allocation and customer satisfaction scores, and present same persuasively to upper management. Use data and analytics to identify trends, issues, and opportunities for sustomer service improvement.
Collaboration: Work appropriately and as needed with other departments (e.g., Sales, Supply Chain, Finance, Marketing) to ensure compliance and alignment with customer service objectives. Communicate customer feedback and insights to relevant teams to increase product/service improvements. Represent the customer service department professionally in cross-functional meetings and projects and advocate as needed to demonstrate how customer service department is working to meet or exceed the assigned tasks and goals to ensure the highest quality customer service outcomes for NatureSweet clientele.
Location:
San Antonio, Texas
Schedule:
Monday - Thursday: In-Office; 8 AM - 5 PM
Friday: WFH; 8 AM - 5 PM
NatureSweet’s purpose as a company is to transform the lives of agricultural workers in North America. As such, we have very robust processes and policies around our employment efforts. NatureSweet will never request payments through any means in connection with the application for employment.
NatureSweet is committed to fostering a diverse workforce by creating a collaborative, equitable, and inclusive workplace where everyone, regardless of what we look like, or where we come from, feels valued, respected, and empowered to reach their full potential.
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