CUSTOMER SERVICE MANAGER

Job Summary:

The position of Customer Service Manager is exempt from the overtime provisions of the Federal Fair Labor Standards Act and shall not be entitled to overtime compensation for hours worked in excess of 40 in any one work week.

The Customer Service Manager shall be responsible for ensuring that the organization understands and satisfies its customers’ requirements. The Customer Service Manager shall help in developing customer service policies and procedures for an organization and handle face-to face complex inquiries from customers. A Customer Service Manager’s main aim is to provide exceptional customer service.

The Customer Service Manager shall be accountable to, and supervised by, the Vice President of Sales.

Essential Job Functions:

• Manage the Customer Service Department with a staff of Customer Service Representatives to ensure accurate and timely order entry.
• Resolution of customer issues/inquiries which may be complex or long-standing promptly and professionally.
• Act as a resource to the outside sales force.
• Manage the reception area.
• Oversee the administrative and personnel duties involved in managing the Customer Service Department and Reception area. These duties include but are not limited to; scheduling, delegation of work responsibilities, approval of time cards, performance reviews and disciplinary actions.
• Frequent evaluation of Customer Service/Sales policies and procedures in order to explore the opportunity to improve productivity, cost efficiency and profit.
• Review and adjust pricing and margin for street customers to assist in attaining the maximum profit for the company.
• Communicate politely with customers by email, letter, face to face, and telephone.
• Provide advice and help to customers using the products or services of the organization.
• Supervise customer service teams, learning about the products or services of the organization, and follow up-to-date with modifications.
• Train staff or employees to deliver excellent customer service and be involved in staff appraisals and recruitment process.
• Develop customer service standards, policies, and procedures for the organization or department.
• Keep abreast of developments and changes in the customer service field by reading pertinent journals, attending meetings and courses.
• Analyze data or statistics to identify the customer service level, the organization is providing.
• Supervision of online ordering.
• Processing of credits.
• End-of-day reporting.

Supplemental Job Functions

Minimum Knowledge, Skills, and Abilities:

• Strong analytical and problem-solving skills and the ability to successfully interact with staff and inter-company departments to problem solve and achieve goals.
• Ability to adjust priorities and manage time wisely in a fast-paced environment.
• Excellent communication, organizational, motivating and planning skills.
• Politeness, confidence, tact, patience, politeness, and diplomacy while dealing with complex problems.
• Ability to lead and supervise teams and work under tight deadlines.

Preferred Knowledge, Skills, and Abilities:

• BA or BS in Business Management and/or five years of job-related experience.
• Knowledge of the Foodservice distribution industry a plus.
• Fluency in Italian or Spanish a plus.
• Working knowledge of Outlook, Word and Excel a must.
• Good verbal and written communication skills
• Ability to adapt to changing priorities in a fast-paced environment.

Salary to commensurate with experience.

Ferraro Foods is an equal opportunity employer.