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Customer Service Manager
3 months ago
Join our dynamic team as a Customer Service Manager and play a pivotal role in shaping exceptional customer experiences In this key position, you will be responsible for managing customer relationships and providing support across all internal departments, as well as working closely with our retailers, distributors, wholesalers, brokers, and consumers. As a leader in the food manufacturing industry, we are looking for someone with a passion for customer service and a knack for problem-solving.
Key Responsibilities:
- Lead and Inspire: Oversee and mentor the Customer Service team, ensuring top-notch customer interactions and satisfaction.
- Sales Support: Qualify customer sales leads and guide them through the process, from initial inquiry to order fulfillment or declination.
- Logistics Coordination: Assist the Logistics and Sales teams, including international sales, with customer sample requests, account setup, pricing, and more.
- EDI Management: Manage Electronic Data Interchange (EDI) systems to streamline order processing.
- Customer Interaction: Handle customer inquiries and requests via phone or email, addressing order placements, account updates, pricing, product information, and more.
- Continuous Improvement: Develop and implement business improvements and procedures to enhance customer retention and sales.
- Order Processing: Oversee the complete order process, including verifying payment terms, order revisions, shipping requirements, and product availability.
- Issue Resolution: Address backorder situations, offer product alternatives, and resolve shipping issues.
- Collaboration: Work closely with the Logistics team on product availability, allocation, and replenishment.
- Account Maintenance: Maintain customer accounts in our database system, including updates and new customer setups.
- E-commerce Management: Manage customer inquiries and complaints from our website, and social media channels.
- Website Portal Management: Oversee key customer portals, including handling tasks such as extracting Purchase Orders, confirming orders, updating backordered items, and creating shipment documentation, including Bills of Lading.
- Dispute Resolution: Resolve and reconcile billing discrepancies, product returns, shipment issues, and more.
- Salesforce Management: Maintain accurate sales data in the Salesforce database, including customer leads, prospects, and activity logs.
- Office Administration: Manage office supplies, mail, and equipment, and complete new customer setup forms.
- Additional Responsibilities: Perform other duties as assigned to support the team's success.
Qualifications:
- Bachelor's degree from a four-year university or equivalent experience(preferred).
- Excellent verbal and written communication skills.
- Professional phone etiquette and customer service skills.
- Proficiency in Microsoft Office Suite.
- Strong interpersonal skills and the ability to connect with individuals at all organizational levels.
- Punctual and reliable.
- Ability to understand and follow written and verbal instructions.
- Strong organizational skills with the ability to manage multiple priorities.
- Versatility and flexibility in a fast-paced, dynamic environment.
- Professional appearance and demeanor.
