Job Description

The Customer Service Manager will be responsible for determining customers' requests and needs. Provide customer service with specialized information and assist customers with orders and securing services. Coordinate the activities of the Customer Service Department staff.

Responsibilities

• Manage Customer Service Representatives, four CSR's
• Monitor and maintain workflow in the department, approximately 7500 orders processed annually
• Assign and check the work of department
• Investigate unusual issues or errors and take corrective action to ensure quality standards and planned schedules are maintained
• Evaluate the individual performance of employees in the department
• Participate in establishing training programs
• Ensure order process flows and order processing instructions are current
• Ensure customer requirements, instructions, and contacts are current
• Oversee and review new customer set up in IFS, and review updates
• Maintain customer connections for sales part cross cross-reference numbers for order processing
• Oversee the management of the export order process and the documentation required
• Oversee the management of the export sugar rebate process
• Production planning coordination with the plant and Customer Service
• Shipping process flow and coordination with the warehouse and Customer Service
• Floor stock management
• Database management
• Manage and issue price changes, follow up on implementation
• Maintain an active pricing structure for customers in IFS
• Promotional activity notices updated in IFS
• Oversee the deduction management process with CSR's and approval of deductions
• Manage Broker Commission Agreement set up in IFS
• Address customer and consumer complaints and manage responses
• Coordinate customer document requests for information (COI, LOG, quality, shipping, etc.)
• Oversee customer portal document management
• Diagnose and determine customer issues, the cause of issues, make recommendations, and communicate changes
• Be able to manage information with a high degree of confidentiality
• Able to work under deadline pressure and extra hours if needed on assignments
• Organize and maintain efficient workflow scheduling in line with "customer" needs
• Maintain good housekeeping in own work area
• Quality statement - Provide and deliver quality services to customers
• Backup: In the absence of the Sales Team, fulfill duties as needed.
• Other duties as assigned

Qualifications

• College degree or equivalent experience, with specialized training in customer service work, public relations, business organization, and management.
• Experience working with grocery retailers and Big-box stores (i.e., Target, Dollar Tree, Aldi, Jewel-Osco)
• Must have PC knowledge, including Word, Excel, and order-processing systems.
• Proficient in Microsoft Word and Microsoft Excel
• Fluency in speaking, reading, and writing English, and be able to read and understand technical and non-technical documents as they relate to the sales of contracts of the Company's product. This included the ability to interface with both technical and non-technical personnel.
• 10+ years of customer service experience required with consumer products.

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