Senior Manager of Client Relations

1 week ago

San Antonio, Texas, United States NatureSweet Full time

Company Overview:

NatureSweet is a premier provider of greenhouse-grown vegetables and the leading brand in snacking tomatoes. As the largest vertically integrated agricultural enterprise in North America, we ensure the availability of high-quality produce throughout the year, encompassing both organic and conventional options. Our vegetables are meticulously cultivated, harvested, and packaged by over 6,000 dedicated Associates. NatureSweet's tomatoes, cucumbers, and sweet peppers are handpicked at their freshest and distributed to major retail chains across the United States, Mexico, and Canada. We are committed to making a positive impact socially, environmentally, and economically within our communities, striving to enhance the lives of agricultural workers across North America. Our dedication to sustainability has earned us B Corp, Fair Trade, and EFI certifications.

Position Overview:

The Senior Manager of Customer Service will collaborate with the Senior Director to establish, execute, and refine all organizational service policies, procedures, and methodologies to meet retail and foodservice objectives. This role is essential in guiding, directing, and overseeing the entire customer service division while playing a crucial part in the Order to Cash process and ensuring compliance with sales and quality policies. The primary aim is to boost customer satisfaction through the implementation of continuous improvement strategies and maintaining alignment with cross-functional teams. The Senior Manager will lead a team of 8 representatives, providing support to all NatureSweet retail and foodservice clients.

Key Responsibilities:

  • Leadership and Performance Management: Mentor, supervise, and develop a team of customer service representatives to achieve departmental objectives. Conduct regular performance assessments and offer constructive feedback. Establish service levels and expectations for the department.
  • Customer Service Strategy Development: Formulate, develop, and implement customer service policies, procedures, and standards to guarantee consistent and high-quality service. Identify areas for improvement in customer service processes to enhance the overall customer experience.
  • Customer Engagement: Utilize exceptional communication skills to manage escalated customer concerns and resolve complex issues efficiently. Maintain an in-depth understanding of NatureSweet's product offerings to provide accurate and comprehensive information to clients.
  • Reporting and Performance Analysis: Assess customer service performance metrics and enhance reporting to improve service delivery, including order fill rates, forecast accuracy, product allocation, and customer satisfaction scores. Present findings persuasively to senior management and leverage data analytics to identify trends and opportunities for service enhancement.
  • Cross-Department Collaboration: Collaborate effectively with other departments (e.g., Sales, Supply Chain, Finance, Marketing) to ensure compliance and alignment with customer service goals. Communicate customer feedback and insights to relevant teams to drive product and service improvements. Represent the customer service department professionally in cross-functional meetings and advocate for the department's role in achieving high-quality customer service outcomes.

Work Environment:

This position operates in a structured work environment with a combination of in-office and remote work options.

Diversity Commitment:

NatureSweet is dedicated to fostering a diverse workforce by creating a collaborative, equitable, and inclusive workplace where every individual feels valued, respected, and empowered to reach their full potential.

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