What are the responsibilities and job description for the Customer Service Manager position at PS Seasonings?
Our craft is flavor. A third-generation strong company, we believe that the best recipes are passed down from one generation to the next. From the award-winning food products we make to the customers we serve, our commitment to excellence is the foundation of everything we do.
Just like the recipes we create, our team is only successful with a foundation of key ingredients: Customer Focus, Development, Family, Integrity, Teamwork, and Excellence. Since our inception in 1986, we’ve cultivated a culture of support, togetherness, respect, loyalty, and family values. When you join the PS team, you’re part of a family and part of our recipe for success.
Position Summary:
We are looking for a Customer Service Manager to develop and maintain strong relationships with key clients, ensuring high levels of customer satisfaction and loyalty. This leadership role involves strategic planning, managing the Customer Service Team, and working closely with internal teams and external partners to deliver exceptional service tailored to client needs. The goal of this role is to increase customer satisfaction, reduce churn, and drive customer loyalty through continuous improvement and outstanding service.
What You’ll Do:
Team Leadership:
- Develop and implement a customer experience strategy that aligns with company goals.
- Supervise, mentor, and motivate a team of customer service representatives.
- Conduct regular performance evaluations, provide feedback, and support staff development.
- Implement initiatives that improve customer satisfaction, including training programs and process improvements.
Customer Interaction:
- Design and oversee customer satisfaction surveys and feedback mechanisms.
- Handle escalated customer inquiries and complaints, ensuring timely and effective resolutions.
Process Improvement:
- Develop and implement customer service policies and procedures.
- Analyze customer service metrics and optimize service delivery based on insights.
- Stay current on industry best practices and implement innovative customer experience solutions.
Training:
- Design and deliver training programs for new and existing staff to improve skills and knowledge.
Reporting:
- Create and monitor KPIs for customer experience, reporting progress to senior leadership.
- Analyze customer feedback to identify trends and areas for improvement.
- Prepare and present regular reports on customer service performance.
What We’re Looking For:
Education:
- Bachelor’s degree in Business Administration, Marketing, or a related field. Master’s degree is a plus.
Experience:
- Minimum of 5 years of experience in customer service management, preferably in the food industry.
- Proven track record of achieving sales targets and managing key accounts effectively.
- Experience with Salesforce is preferred.
Skills:
- Excellent communication, negotiation, and interpersonal skills.
- Strong analytical and problem-solving abilities.
- Ability to work independently and as part of a team.
- Proficiency in CRM software (Salesforce), Microsoft Office Suite, and general customer experience management tools.
- Deep understanding of the food industry and market dynamics.
- Strong leadership and team management skills.
Benefits of Working at PS Seasoning:
When you join the PS family, you’ll receive:
- Competitive Pay
- Health, Dental, Vision & Life Insurance
- 401K with Company Match
- Paid Holidays & Vacation
- On-Site Fitness Room
- 50% Off Employee Discount
- Employee Appreciation Events
- Outdoor Courtyard with Putting Green
- Delicious Smells
PS Seasoning is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.
