Customer Service Manager

2 weeks ago

Carrollton, Texas, United States Innovations in Nutrition + Wellness Full time
Job Summary

As a Customer Service Manager at Innovations in Nutrition + Wellness, you will be responsible for overseeing all aspects of customer relationships, ensuring excellent service delivery, and driving business growth. Your primary focus will be on managing complex customer portfolios, tracking key performance indicators (KPIs), and collaborating with internal teams to execute activities that meet customer needs.

Key Responsibilities

Develop and maintain strong relationships with key customers, understanding their business needs, and identifying opportunities to promote company services.
Analyze customer data to identify trends and areas for improvement, developing strategies to enhance customer satisfaction and loyalty.
Collaborate with cross-functional teams, including sales, marketing, and operations, to ensure seamless execution of customer-facing activities.
Identify and pursue new business opportunities, developing and executing plans to grow existing accounts and expand into new markets.
Develop and maintain accurate records of customer interactions, ensuring compliance with company policies and procedures.

Requirements

Bachelor's degree in a related field or equivalent experience.
8-10 years of experience in customer-facing roles, preferably in the dietary supplement and personal care industries.
Proven track record of managing complex customer relationships and driving business growth.
Excellent communication, negotiation, and problem-solving skills.
Ability to work independently and as part of a team, with a strong focus on customer satisfaction and loyalty.

Competencies

Problem-solving: Identifies and resolves complex customer issues in a timely manner, utilizing analytical skills to develop effective solutions.
Customer Service: Manages difficult customer situations, responding promptly to customer needs and soliciting feedback to improve service delivery.
Oral Communication: Clearly and persuasively communicates with customers, colleagues, and stakeholders, both in person and over the phone.
Written Communication: Effectively writes and edits customer-facing documents, including reports and proposals.
Teamwork: Collaborates with cross-functional teams to achieve business objectives, demonstrating a strong commitment to teamwork and customer satisfaction.
Business Acumen: Understands the business implications of customer interactions, developing strategies to drive revenue growth and improve customer loyalty.
Cost Consciousness: Works within approved budgets, identifying opportunities to reduce costs and improve efficiency.
Planning/Organizing: Prioritizes and plans customer-facing activities, utilizing time management skills to meet deadlines and deliver results.
Professionalism: Approaches customers and colleagues with tact and respect, demonstrating a strong commitment to professionalism and customer satisfaction.

Computer Skills

Proficient in Accounting and ERP software, with experience using Microsoft Office products.

Physical Demands

The employee is regularly required to sit, use hands to finger, handle, or feel, and talk or hear.
The employee is frequently required to reach with hands and arms.
The employee is occasionally required to stand, walk, climb or balance, stoop, kneel, crouch, or crawl, and taste or smell.
The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds.

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