Customer Service Manager

3 weeks ago

Souderton, United States Leidy's Full time

***:
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

Pay: $48,000.00 - $55,000.00 per year

**Experience**:

- Customer service: 1 year (preferred)

Ability to Commute:

- Souderton, PA 18964 (required)

Ability to Relocate:

- Souderton, PA 18964: Relocate before starting work (required)

Work Location: In person

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