Customer Service Assistant Manager

Ideal Nutrition is a healthy food distribution company located in the heart of Palm Beach County, Florida. The Ideal Nutrition team is committed to helping you lead a happier, healthier, and more rewarding life. The company is growing at a rapid pace and new opportunities are emerging many times throughout the year.

As a full-time employee, you can choose from a full menu of our benefits, including comprehensive medical, dental and vision plans, life insurance plans, 401(k) plan, vacation accrual, paid sick leave, and more. Open your future to incredible career potential, and work for an industry leader who invests in their people.

The Customer Service Assistant Manager will play a key role in both leading the customer service team and directly engaging with customers on a daily basis. This position is designed for a hands-on leader who is comfortable balancing the responsibilities of supervising a team while also actively participating in day-to-day customer service tasks, such as answering calls, responding to emails, and addressing customer inquiries.

The Assistant Manager will actively participate in overseeing daily operations, guiding the team through challenges, and ensuring consistent performance in line with company objectives. The ideal candidate will be a hands-on leader with the ability to supervise a team of customer service representatives while also working closely with the Operations manager to monitor and improve department performance. This includes maintaining high service standards, operational changes, and providing the team with the resources and training necessary to resolve customer inquiries effectively.

Additionally, the Assistant Manager will serve as a critical liaison between the customer service team and other internal departments, such as logistics, sales, and marketing, ensuring that all customer-facing processes are efficient and aligned with business objectives.

In collaboration with the Operations Manager, the Assistant Manager will also have a role in tracking key performance indicators (KPIs), analyzing team performance, and contributing to the creation of new processes that enhance both customer satisfaction and internal efficiency. This includes helping to develop training materials, setting team goals, conducting team meetings, and being actively involved in continuous improvement efforts across the department.

Responsibilities

• Customer Interaction: Handle complex or escalated customer inquiries, concerns, and complaints through multiple communication channels (phone, email, live chat, social media).
• Order Management: Oversee the processing and tracking of customer orders, ensuring accuracy, timely delivery, and resolution of any issues related to missed or delayed shipments.
• Quality Assurance: Monitor customer service interactions to ensure compliance with company standards and best practices. Regularly review and analyze customer feedback to identify areas for improvement.
• Problem Resolution: Proactively resolve customer issues and collaborate with other departments (e.g., logistics, kitchen, sales) to ensure timely and satisfactory solutions.
• Process Improvement: Identify opportunities for improving customer service workflows, order accuracy, and overall efficiency in the customer service department.
• Reporting: Track key performance metrics (KPIs) such as customer satisfaction, response times, and issue resolution rates. Provide regular reports to management with insights and actionable recommendations.
• Collaboration: Work closely with marketing, sales, and operations teams to stay updated on product offerings, promotions, and potential changes that could affect customers.
• Training & Development: Lead training sessions for new hires, and provide ongoing education to the team on new procedures, products, or services. Ensure all team members are equipped to handle customer inquiries effectively.
• Technology Utilization: Ensure the customer service team is effectively using the company's CRM software, order management systems, and other relevant tools to enhance efficiency and service quality.

Skills

• 3 years of customer support experience or experience as a client service representative
• 2 years in a supervisory role or leadership roles
• Knowledge of office management systems and procedures
• Bilingual skills (Spanish / English) required
• Strong leadership and team management abilities.
• Excellent communication skills (written and verbal).
• Conflict resolution and problem-solving skills.
• Ability to multitask and work under pressure in a fast-paced environment.
• Proficient in customer service software, CRM tools, and order management systems.
• Strong attention to detail and organizational skills.
• Empathy and a customer-centric mindset.
• Associate's degree (AA) in Business, Communications, or a related field.
• Preferred: Bachelor’s degree in Business, Management, or a related field is a plus.

Job Type: Full-time

Pay: $22.00 - $25.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Night shift
• Weekends as needed

Application Question(s):

• Can you work weekends?

Experience:

• Google Suite: 1 year (Required)
• Customer Service Assistant Manager: 1 year (Required)

Language:

• Spanish (Required)

Ability to Relocate:

• West Palm Beach, FL 33401: Relocate before starting work (Required)

Work Location: In person

Salary : $22 - $25