What are the responsibilities and job description for the CUSTOMER SERVICE MANAGER position at Rocky Mountain Chocolate Factory Inc?
POSITION SUMMARY: The Customer Service Manager plays a pivotal role in supporting Rocky Mountain Chocolate Factorys franchised and licensed locations by overseeing customer service operations, driving B2B sales, managing franchisee and customer complaints, and leading a high-performing team. This position is responsible for ensuring a seamless order flow, resolving issues efficiently, and fostering strong relationships with franchisees, licensees, and customers.
ESSENTIAL FUNCTIONS:
Leadership & Team Management
- Lead, mentor, and direct the Customer Service team to provide exceptional sales and ordering assistance to franchised and licensed locations.
- Foster a high-performance culture focused on responsiveness, problem-solving, and sales growth.
- Direct and coordinate activities of the Customer Service and eCommerce Shipping departments, ensuring operational efficiency and goal achievement.
- Plan and communicate work schedules, assignments, and performance expectations.
- Manage and oversee ongoing and special projects within the department.
B2B Sales & Order Management
- Drive sales growth of factory-made products to the franchisee and licensee network through targeted outreach and relationship-building.
- Ensure timely processing and fulfillment of orders by identifying and resolving roadblocks, while proactively communicating any delays to stakeholders.
- Oversee order entry, invoicing, issuing credits, and CRM case management to maintain seamless operations.
Franchisee & Customer Support
- Serve as a key liaison between the company and its franchisees, addressing concerns and ensuring a high level of service.
- Partner with franchised locations to handle and resolve customer complaints efficiently, tracking cases in CRM to ensure follow-through and resolution.
- Respond to external (retail) customer inquiries, providing accurate product and service information while maintaining a positive brand experience.
People Management & Development
- Determine staffing requirements, recruit, interview, and hire new employees.
- Conduct performance evaluations, provide constructive feedback, and implement professional development plans to enhance skills and career growth.
- Address employee concerns, resolve conflicts, and promote a positive, collaborative work environment.
Administrative & Reporting Responsibilities
- Prepare and maintain essential records and reports, including employee time tracking, payroll data, and customer service logs.
- Ensure accurate documentation of orders, CRM tickets, and customer interactions to support data-driven decision-making.
OTHER RESPONSIBILITIES:
- Perform other work-related duties as assigned.
EDUCATION, EXPERIENCE AND SKILLS REQUIRED:
- A minimum of 3 years Customer Service experience plus two years of supervisory experience.
- Must have strong analytical and organizational skills and be detail-oriented.
- Must be an efficient and patient communicator, verbally and in writing.
- Must be an excellent and resourceful problem solver and exhibit sound judgment and discretion when necessary.
- Must be able to act in a calm and rational manner, working well under pressure.
- Knowledge of RMCF products is preferred.
- Must be able to carefully follow written and verbal instructions and must have effective multitasking skills.
- Strong data entry, Word and Excel experience is required, CRM such as Salesforce is preferred.
