Customer Service Manager

Position Summary:

This position is responsible for the supervision of the Customer Service department to ensure superior customer satisfaction for all Volpi Customers. In conjunction, he or she will develop, implement, and manage of all operations, policies, and procedures to ensure that all customer service employees understand the importance of following protocol. The position is responsible for coordinating with outside and internal sales staff on specific needs and requirements for accounts.

Essential Functions and Responsibilities:

• Supervise and manage a team of customer service coordinators to deliver exceptional service each day.
• Set performance goals and provide continuous coaching and feedback to improve team performance.
• Hire, train, and evaluate customer service staff.
• Monitor and track key performance indicators (KPIs), such as response time, customer satisfaction, complaints, and resolution times to identify areas for improvement.
• Manage and utilize the EDI and the ERP system to communicate customer demand to the operations department, ensuring all customer orders comply with agreed-upon lead times, pricing, and minimum order quantities.
• Communicate changes in customer ordering patterns and product issues to the Sales and Marketing team.
• Manage and maintain customer portals, pricing lists, contract files, and key account information
• Coordinate promo allowances by account and input promotional calendars into the Trade Management Platform, working with Accounting to ensure proper clearance.
• Oversee credits, damages, complaints, pickups, deductions, samples, and shorts.
• Reduce deductions from customers through the accurate invoicing and documentation at all levels of transactions.
• Cross-train and document all procedures required of the customer service team to service all Volpi customers.
• Demonstrate the values and culture of the organization, providing an atmosphere conducive to the delivery of high-quality work.
• Assist in other areas as required.

Candidate Qualifications:

• Minimum two-year college degree required, a Bachelor’s degree in Business, Marketing, or another related field is preferred.
• Some sales experience is required, preferably in a retail food environment.
• Must demonstrate strong analytical skills and the ability to accurately interpret purchase orders and other internal and external documents.
• Upbeat personality, with exceptional communication and organizational skills.
• Comfortable producing various reports and general business correspondence.
• Excellent command of written and spoken English
• Must possess a “service oriented” mindset, and the ability to manage multiple customers and projects at one time.
• Willing to travel when required, (up to 5% of the time).
• Ability to prioritize and work effectively in a busy, fast-growing, team setting.
• Proficiency in Microsoft Outlook, Word, Excel, and Power Point required. Experience utilizing Great Plains ERP and EDI are preferred.
• Ideal candidate is a detail-oriented, results-driven, self-starter that embraces individual accountability.
• At least 5 years prior management experience