Customer Service Manager

3 weeks ago

Norcross, United States Peachtree Foods Full time
Job DescriptionJob Description

Peachtree Foods, (www.peachtreefoods.com) is the standard in delivering the highest quality, most reliable and attentive service, while pioneering inventive breakfast experiences to the hospitality and foodservice industries—always aspiring to enhance our customers’ brand and delight guests around the world. Everything we do is Beyond Expected. 

Our mission is built around three key points that inspire excellence in everything we do, and our commitment to that mission has driven us to become a leader in the hospitality and commercial foodservice space. 

  • To challenge the common breakfast.  

  • To create experiences with every new product we develop.  

  • To deliver what is beyond expected.  

No matter a person’s role in our organisation, Peachtree Foods puts its people first by providing a safe and engaging atmosphere where team members can grow professionally and personally.  As employees of Peachtree Foods, we’re driven by a unifying goal: to build a company that we’re proud to be a part of by continuing to be the best at what we do.  We always strive to hire the best employees and empower our team-members to be driven and enabled to succeed.  

Position: Customer Service Manager - Atlanta 

Summary:
This role is pivotal in managing and supporting our portfolio of existing and newly onboarded customer accounts, with a keen focus on the hospitality sector. Responsibilities encompass the comprehensive onboarding of individual hotels, ensuring exceptional ongoing customer support, efficiently tracking and processing orders, and conducting product training and maintenance troubleshooting via phone. While the position is primarily phone-based, ensuring a high-touch, personalized experience, it strictly excludes cold-calling, as all outbound communications are directed towards our established clientele.   

Primary duties and responsibilities:

  • Team Leadership and Development: Lead and inspire the customer service team, fostering a culture of excellence, accountability, and continuous improvement. Conduct regular performance reviews and identify development opportunities to enhance team skills and motivation.
  • Strategic Planning and Execution: Develop and implement strategic plans to enhance customer service operations, including the adoption of new technologies, process improvements, and service innovation. Monitor industry trends to keep the service offering competitive.
  • Quality Assurance and Performance Metrics: Establish and monitor key performance indicators (KPIs) for the customer service team to ensure high standards of service are consistently met. Implement quality assurance practices to identify areas for improvement and celebrate successes.
  • Conflict Resolution and Escalation Management: Serve as the point of escalation for complex customer issues or complaints, demonstrating problem-solving leadership to achieve resolutions that align with company values and customer satisfaction goals.
  • Budget Management and Resource Allocation: Oversee the customer service department’s budget, ensuring optimal allocation of resources to meet operational needs while achieving financial objectives.
  • Cross-Functional Collaboration: Collaborate with other departments (e.g., Sales, Marketing, Product Development) to ensure a cohesive customer journey and leverage insights from customer feedback to drive product and service improvements.
  • Training and Onboarding: Oversee the training and onboarding of new customer service team members, ensuring they are fully equipped with the necessary knowledge and skills to excel in their roles.
  • Change Management: Lead change management initiatives within the customer service department, ensuring changes are smoothly implemented and that the team remains adaptable and responsive to business needs.
  • Employee Engagement: Actively work to maintain high levels of team engagement and morale. Implement initiatives to promote a positive work environment and recognize outstanding team achievements.
  • Customer Relationship Management: Take an active role in managing key customer accounts, building and maintaining strong relationships with strategic partners and stakeholders to ensure long-term customer loyalty and satisfaction.

Experience/Skills:

  • Exceptional Communication Skills: Strong verbal and written communication skills, with the ability to clearly convey information and effectively negotiate and persuade when necessary.
  • Analytical Thinking: Ability to analyze data, understand trends, and make data-driven decisions to improve customer service performance and strategy.
  • Customer-Centric Mindset: Deep commitment to understanding and meeting customer needs, with a focus on creating exceptional customer experiences.
  • Leadership and Team Building: Proven ability to inspire, motivate, and lead a team, fostering an environment of growth, accountability, and support.
  • Adaptability and Resilience: Comfortable with change and ambiguity, able to lead teams through transitions and challenges with a positive and solution-focused approach.
  • Organizational and Time Management: Excellent organizational skills, with the capacity to prioritize tasks and manage time effectively in a fast-paced environment.
  • Emotional Intelligence: High level of emotional intelligence, with the ability to build strong relationships, empathize with team members and customers, and manage interpersonal dynamics effectively.
  • Experience: 3-5 years in a customer service management role. Foodservice and/or hospitality industry experience is favourably considered. Experience working with CRM platforms (Zoho or similar) 

Compensation: 

  • Base salary plus performance bonus 
  • Healthcare, Dental, 401k 
  • Competitive annual leave package 

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