Director of Client Success

Job Description

Job Description

Position Description

We are seeking a dynamic and experienced Director of Client Success  to lead and enhance our customer support department for a food manufacturing company. The Director will be responsible for developing, implementing, and overseeing customer service strategies that promote excellent service delivery to our clients, including distributors, retailers, and direct consumers. This role will ensure the highest levels of customer satisfaction, operational efficiency, and team performance.

Responsibilities :

• Receive new orders from internal sales reps
• Send confirmation of new order to customer service
• Once PO is received, work with the customer and sales rep to complete an FPW
• Communicate directly with our internal clients weekly to maintain status updates on POs
• Become a liaison for the customer within our company between sale to shipment
• Work with accounting to ensure all customer needs are achieved and met
• Managing backorders with salespeople – cancel or remain open
• Work with finance to ensure customers on credit terms are up to date
• Validate inventory for each shipment and relay final yield amounts to the customer(s)
• Frequent e-mail and phone communication with our customers and sales reps
• Document and request samples are per BOM and client’s direction
• Process sample shipments as per requested by sales rep
• Keep track of all returns and communicate with sales the items that have been returned
• Monitor and analyze customer PO by product frequency to ensure re-orders and timing is met
• Enhance department and organization's reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
• Responsible for keeping current clients satisfied and delivering exceptional client service on a day-to-day basis
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives
• Ensuring labels are ordered on time internally with our supplier or externally with customers.
• Submission of customer complaints, customer request and quoting request.
• Work closely with logistics and planning on priorities or updates on accounts and timelines are met.
• Cross train with team to provide coverage as needed
• Work closely with sales to provide updates on customer accounts

Team Development :

Recruit, train, and develop customer service staff, ensuring they are knowledgeable about our products and customer service best practices.

Continuous Improvement :

Stay current with industry trends, including customer service technology and best practices.

What You Bring :

Equal Opportunity Employer - It is the policy of our company to recruit, hire, train, promote, transfer and compensate our associates and provide all other conditions of employment including Company sponsored events without regard to race, color, creed, religion, national origin, age, sex, gender identity, genetic information, marital status, lawful alien status, sexual orientation, physical or mental disability, citizenship status, veteran status, employment status or any other basis prohibited by applicable law.