Mgr Customer Service

The Customer Service Manager plays a pivotal leadership role in overseeing a team of customer service representatives to deliver exceptional customer experiences. This role ensures the successful execution of team efforts in timely order fulfillment, issue resolution, and proactive advisory services. The Customer Service Manager is responsible for driving a culture of proactive communication-serving as the critical link between Operations, Sales leadership, and customers to ensure seamless coordination, transparency, and satisfaction. Working closely with the Sales team, this position actively participates in customer calls to strengthen relationships and provide solutions that meet customer needs.

• Customer Experience Management: Gather and act on customer feedback; communicate solutions.
• Resolve issues promptly, fostering trust and satisfaction. Promote a customer-centric culture through empathy and accountability. Implement CX best practices aligned with "Customer Care Beyond the Ordinary."
• Order Management: Ensure team provides on-time, in-full order management and delivery. Collaborate with buyers to recommend products based on customer needs. Address service reliability issues with Operations. Oversee fill-rate evaluations and share actionable insights with stakeholders.
• Issue Resolution and Case Management: Ensure team supports escalated issue resolution and prevent recurrence. Ensure proactive, transparent communication with customers and stakeholders. Analyze historical data to mitigate potential challenges. Drive adoption of tools like Salesforce Service Cloud for enhanced efficiency.
• Aftersales Support: Engage high-value customers post-purchase to address concerns and improve experiences. Guide customers on managing product shelf life and locating distributors/retailers. Partner with CX, Sales, and Operations to enhance quarterly business reviews and customer satisfaction. Collaborate on a new operating model to boost internal efficiency and CX.
• Team Leadership & Proactive Collaboration: Foster a culture of transparent communication with customers, Sales, and Operations. Serve as the main Sales leadership liaison, aligning on priorities and strategies. Join customer calls to strengthen relationships and provide tailored solutions. Lead, coach, and develop the team to meet KPIs and continuous improvement goals. Oversee recruitment, onboarding, and ongoing team development to build a high-performing culture.
• Additional responsibilities as assigned.

• Bachelor's degree in Business Administration, Supply Chain, or related field (or equivalent experience).
• 5+ years of customer service experience, with at least 2 years leading a team.
• Experience with Salesforce Service Cloud or similar CRM platforms is strongly preferred.
• Background in B2B manufacturing or food industry is a plus.

• Strong leadership and team-building skills with a proven ability to inspire and motivate.
• Applies a deep understanding of the business and how the Customer Service team integrates with Sales, Operations, and other departments to achieve organizational objectives.
• Proficient in managing teams, adapting departmental plans and priorities to meet short-term service and operational goals.
• Skilled in identifying and solving technical and operational problems while recognizing the broader impact across the department and organization.
• Guided by policies and departmental plans, ensures the team achieves service, quality, and timeliness objectives.
• Proficient in order management systems and CRM platforms, with the ability to analyze data for insights and drive informed decision-making.
• Strong problem-solving, organizational, and customer relationship management skills.
• Detail-oriented with the ability to balance multiple priorities in a fast-paced environment.
• Commitment to continuous improvement, innovation, and delivering extraordinary customer experiences.