What are the responsibilities and job description for the Customer Service Manager position at R J Van Drunen & Sons, Inc.?
The Van Drunen Family of Companies is growing!
JOB OVERVIEW :
The Customer Service Manager plays a critical role in sustaining relevance and competitive position in changing markets by maximizing value to customers and influencing processes, and solutions with a critical and innovative approach. This person is a key leader on the Sales team responsible for leading Account Services in providing a customer service experience that consistently exceeds all service levels and customer expectations. The Customer Service Manager will inspire and advocate for world class customer service and continuous improvement within the Account Services team and within the greater Sales Team, while challenging the status quo to promote bold thinking. This is a role for a seasoned professional, who is passionate about service, possessing strong leadership and management skills and the ability to drive change for increased customer satisfaction and operational efficiency.
This Role is a part of the Sales Leadership Team.
DUTIES AND RESPONSIBILITIES :
- Mentor, lead, and manage a team of Account Service Coordinators by providing the following : (1) clear expectations and deliverables (2) investing in ongoing coaching and feedback, and (3) facilitating ongoing development through training, teaching, challenging, and the promotion of Individual Development Plans.
- Develop and maintain Key Performance Indicators (KPIs) of customer service such as customer satisfaction and business retention.
- Develop strategies, policies, and processes that deliver consistent customer satisfaction from onboarding through all phases of the customer lifecycle, promoting retention throughout.
- Collect and analyze data to identify and understand customer needs and challenges and design action plans for support.
- Develop and maintain thorough and ongoing training programs for all Accounts Services Coordinators to support day-to-day activities and deliver consistent performance against KPIs.
- Establish systems of accountability for meeting KPIs that engage the team in continuous improvement.
- Plan, prioritize, and manage workflow to ensure proper functioning of the department.
- Partner with internal and external stakeholders to develop new and innovative ways of creating and maintaining long-term relationships that are grounded in outstanding service.
- Inspire passion for service on the Account Services team, throughout the Sales department, and across the entire organization by collaborating, educating, and championing the outcomes of exceptional service, both internally and externally.
JOB EXPERIENCE :
KNOWLEDGE & SKILLS :
Computer Skills :
EDUCATION :
Bachelor's degree in Business Administration or related Business discipline.
PHYSICAL REQUIREMENTS :
The ideal candidate must be able to complete all physical requirements of the job with or without a reasonable accommodation.
WORKING CONDITIONS :
Indoor office environment, may on occasion be exposed to loud sounds and distracting noise levels, such as from office equipment
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and technical skills required of personnel so classified.
In the Van Drunen Family of Companies, commitment to excellence is in everything we do! As a global ingredient and nutritional supplement supplier to the world's best companies, we thrive on nourishing others with our products and our care for people. If you are looking to make an impact and grow with a family-friendly, values-driven company, you'll fit right in with the Van Drunen Family of Companies!
We are committed to fostering, cultivating and preserving a culture of diversity and inclusion. Our employees are the most valuable asset we have. The collective sum of the individual differences, life experiences, knowledge, creativity, innovation, unique capabilities and talent that our employees invest in their work represents a significant part of not only our culture, but our Company's achievement as well.
The Van Drunen Family of Companies is an Equal Opportunity Employer and prohibits discrimination and harassment of any type. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by federal, state, or local laws. This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
If you are an individual with a disability in need of assistance or an accommodation during the application process, please contact us at recruiting@vandrunen.com.
Van Drunen Family of Companies does not accept unsolicited resumes. Any resumes, CV's, and other unsolicited assistance from search firms that do not have a submitted request and written search agreement for a position-specific requisition will be deemed the sole property of Van Drunen Family of Companies and no fee will be paid in the event the candidate is hired by our Company.
Salary : $90,000 - $115,000