What are the responsibilities and job description for the Customer Experience and Customer Service Manager position at RahrBSG?
Rahr Corporation is seeking a Customer Experience & Customer Service Manager to lead our Customer Service department through an exciting period of transformation and growth. This role is responsible for developing a high-performing customer service team, improving service processes, and ensuring that every customer interaction strengthens our reputation as a trusted partner.
Our company is expanding its digital ordering capabilities, and while online purchasing will be the first step, we remain committed to maintaining high-touch, relationship-driven customer support via email ordering and phone calls. This role will focus on strengthening current service operations, refining best practices, and helping the team adapt to changes over time.
This is an opportunity to lead a critical team in a dynamic market while shaping the future of our customer service approach. You will have the chance to optimize current operations, build a strong team, and help guide the transition into a more digital future—at the right pace. The ideal candidate is a strong leader, problem-solver, and customer advocate with experience managing customer service teams in a B2B environment.
This role will be based onsite in Shakopee 5 days a week.
Benefits & Perks
Headquartered in Shakopee, MN, RahrBSG is part of Rahr Corporation, a fifth-generation family business. We are committed to providing the highest quality products and services to our customers, ensuring they can create beverages that inspire and delight. Our offerings include an extensive range of barley malts, hops, adjuncts, and other brewing essentials, designed to support beverage makers of all sizes and styles.
At RahrBSG, we value quality, innovation, and collaboration. We’re passionate about crafting excellence and fostering the growth of the craft beverage industry while upholding our family-owned values and commitment to sustainability. Join us and become part of a legacy dedicated to supporting the artistry and success of beverage makers worldwide.
Our company is expanding its digital ordering capabilities, and while online purchasing will be the first step, we remain committed to maintaining high-touch, relationship-driven customer support via email ordering and phone calls. This role will focus on strengthening current service operations, refining best practices, and helping the team adapt to changes over time.
This is an opportunity to lead a critical team in a dynamic market while shaping the future of our customer service approach. You will have the chance to optimize current operations, build a strong team, and help guide the transition into a more digital future—at the right pace. The ideal candidate is a strong leader, problem-solver, and customer advocate with experience managing customer service teams in a B2B environment.
This role will be based onsite in Shakopee 5 days a week.
Benefits & Perks
- Competitive Starting Base Salary between $90,000- $120,000
- Annual Discretionary Bonus
- Medical benefits with coverage paid for at 90%
- Dental and Vison Programs
- Generous Annual 401(k) Company Contribution of 15%
- Employee Assistance Program
- Paid Life Insurance
- Short Term Disability
- Long Term Disability
- Tuition Reimbursement
- Generous PTO
- Sick Time
- 12 Paid Company Holidays
- Parental Leave
- Career Growth and Progression Paths
- Stability and Backing of a 178-year-old Family Owned and Operated Company
- Oversee daily customer service operations, ensuring efficient and high-quality service delivery across multiple channels (phone, email, and potential future communication avenues)
- Manage, evolve, and track key performance indicators (KPIs) to measure service effectiveness and ensure quality, leveraging real-time insights to drive continuous improvement.
- Regular review escalated customer issues and resolutions to identify trends and utilize data to create new resolution tactics that prove successful with difficult scenarios. Leverage scenarios to train team on best practices.
- Actively engage with the team on the floor 50% of the time, providing real-time coaching, guidance, and support to ensure high-quality customer interactions, foster team development, and reinforce a culture of service excellence
- Hire, train, mentor, and retain a team of customer service professionals with a focus on both technical expertise and soft skills, such as brewing application, problem-solving, and relationship management.
- Ensure the team is equipped with the knowledge, tools, and confidence to assist customers effectively and proactively – identifying and solving customer issues before they escalate
- Set performance targets and accountability structures for the customer service team, conducting regular performance reviews and development plans.
- Develop and refine service workflows, documentation, and escalation procedures to ensure timely and accurate order processing, issue resolution, and account support while driving efficiency.
- Redefine how we serve customers as we integrate e-commerce, ensuring the team is prepared to handle new types of inquiries, order fulfillment processes, and digital customer interactions while keeping human support at the forefront
- Leverage technology and automation tools to enhance efficiency while maintaining a personalized customer experience
- Identify customer pain points and champion solutions to enhance customer satisfaction and loyalty.
- Partner closely and drive cross-functional support with Sales, E-Commerce, Operations, Logistics, Accounting, and Finance to ensure a seamless customer journey from order placement to fulfillment, post-purchase support, and proactive issue resolution
- Collaborate with Sales and Marketing to ensure customer interactions support business growth while maintaining service excellence.
- Support a healthy office culture through upholding core values, while cultivating and supporting engagement in the industry.
- Performs other duties and responsibilities as assigned to support the company and operational needs.
- Bachelor's degree in business, a technical field, or equivalent experience
- 5 years of experience in Customer Service, Customer Experience (CX), or Account Management with at least 3 years in a leadership role
- Strong background in customer service process optimization, team management, and operational efficiency.
- Experience establishing and implementing KPIs and processes for reporting on SLAs and leveraging analytics to empower data-driven decisions.
- Technical experience with Microsoft Office Suite, ERP (Dynamics), CRM (Salesforce), and telephony (RingCentral) systems, with a focus on optimizing business technology tools to improve business processes
- Experience supporting a business through gradual digital evolution is a plus, but deep technical expertise is not required
- Craft beer and beverage enthusiasts and home brewers preferred.
- Ability to travel up to 10%.
- Customer Experience: Comprehensive knowledge of the entire customer experience journey and a demonstrated ability to create significant impact.
- Team Leadership: Proven ability to develop and inspire a high-performing customer service team
- Operational Excellence: Strong ability to refine processes, improve service efficiency, and drive results
- Customer-Centric Mindset: Passion for delivering exceptional service and advocating for customer needs. Ability to perceive the needs of potential customers through conversational interaction and assist with translating those needs into reality
- Cross-Functional Collaboration: Strong ability to work across departments to improve service and operational alignment
- Adaptability and Change Management: Comfortable guiding a team through shifts in processes and technology. Ability to lead and execute new ideas and processes and adapt to a changing environment
- Independent Work and Prioritization: Ability to work independently and prioritize duties with a strong sense of urgency; self-directed to accomplish assignments and meet deadlines
- Leadership and Influence: Ability to motivate and influence others by displaying strong leadership skills. Strong conflict resolution skills with an ability to actively listen, resolve, and maintain confidentiality
- Effective Communication: Speaks clearly and persuasively in positive or negative situations; actively listens and gets clarification; responds well to questions; participates effectively in team and cross-functional meetings
- Problem Solving: Ability to define problems, collect information, establish facts, and draw any conclusions
- Financial Acumen: Understanding of financial statements and ability to create and execute strategies that impact results
Headquartered in Shakopee, MN, RahrBSG is part of Rahr Corporation, a fifth-generation family business. We are committed to providing the highest quality products and services to our customers, ensuring they can create beverages that inspire and delight. Our offerings include an extensive range of barley malts, hops, adjuncts, and other brewing essentials, designed to support beverage makers of all sizes and styles.
At RahrBSG, we value quality, innovation, and collaboration. We’re passionate about crafting excellence and fostering the growth of the craft beverage industry while upholding our family-owned values and commitment to sustainability. Join us and become part of a legacy dedicated to supporting the artistry and success of beverage makers worldwide.
Salary : $90,000 - $120,000
