Manager - Customer Experience - West Coast

At Batory Foods, we encourage our team to Bring YOU, Every Day because true success starts with the ability to be yourself and letting your unique talents shine. Since 1979, the heart of our success has been our people. The Friedman family established a legacy of generosity, warmth, and respect. And with core values like Invest in Relationships and Be Relentless About Improvement, each member of our team consistently strives for excellence to uphold that legacy—whether it’s related to the employee experience, our processes, or the customer journey. Join our team today and help us build a better tomorrow together.

Benefits:

14 paid holidays with a end of year holiday refresh break

Health, Vision and Dental Insurance

401K and Profit-Sharing program

Tuition reimbursement program

Be Positively Excellent well-being program

Term Life Insurance Plan

Standard Disability Plan

MANAGER - CUSTOMER EXPERIENCE

Job Description:

This position is responsible for the day-to-day supervision of the Customer Experience team. As a part of the leadership team for the Customer Experience department, this person should model the highest standards of excellence in service and professionalism both internally and externally. Their performance and dedication to the team should set a tone for the Customer Experience department and the company that is positive, fair, collaborative, and hard-working. This role is based at our corporate headquarters in Rosemont, IL.

Key Responsibilities:

• Enter, manage, and facilitate a high volume of multi-step orders and act as the principal party Developing and implementing strategies to improve customer interactions across multiple touchpoints and channels.
• Analyzing data to identify customer pain points and different ways to improve the customer journey and create a positive experience.
• Collaborating with cross-functional teams, such as Logistics, Sales Product Management and the CI team, to align customer experience efforts with business goals and objectives.
• Designing and implementing customer service standards and guidelines to ensure consistent and exceptional service delivery for building customer relations.
• Training and educating staff on customer-centric approaches and best practices to foster a customer-focused culture throughout the organization.
• Monitoring and measuring key performance indicators (KPIs) related to CX productivity and providing regular reports and insights to senior management and stakeholders.
• Provides day-to-day leadership to ensure a high performance, customer service-oriented work environment that supports achieving Batory’s objectives and values.
  
  

Personal Qualifications:

• Ability to work five days per week in the office with the expectation of being in the office 50% of the time while on a hybrid schedule.
•  Excellent communication skills - you have strong verbal and written interpersonal and communication skills, which are used to effectively interact with customers, collaborate with internal teams, and convey ideas and feedback
• Analytical skills - part of the daily role includes analyzing customer data and metrics to derive meaningful insights and make data-driven decisions to enhance the customer journey
• Customer service skills - you are experienced in placing the customer at the center of decision-making and continuously striving to exceed their expectations by staying on top of customer support and customer complaints, creating a powerful customer experience strategy
• Problem-solving skills - you can identify and address customer issues, resolve conflicts, and find creative solutions to pain points
• Leadership abilities - leadership qualities are essential to lead the customer experience team, driving consumer-centric initiatives, and influencing positive change within the organization
• Adaptability - you can proactively respond to evolving customer needs, industry trends, and shifting business dynamics
• Embraces and embodies the Batory Basics.
• Limited travel may be required for team building, training, or department support with an estimated maximum of 20% of time.
• Understanding of Sales Order process and D365 is highly preferred.
• Previous experience in Customer Service / Account Management environment preferred.
• Food industry experience preferred.
  
  Batory Foods in an equal opportunity employer which considers all applicants for employment without regard to race, color, religion, sex, national origin, age, disability, marital status or any other characteristic protected by law. In addition, Batory Foods also provides “reasonable accommodations” to qualified individuals with disabilities, in accordance with the Americans with Disabilities Act and applicable state and local laws. If you need a reasonable accommodation for any part of the application or hiring process, please notify us immediately. 
  

Salary : $80,000 - $115,000