Customer Service Manager

Customer Service Manager

Our client is a leading food product copacker based on Long Island.   They are currently seeking a results-driven and customer-focused Customer Service Manager to oversee the customer service operations in their food manufacturing business.

The ideal candidate will possess strong leadership skills, a deep understanding of the food manufacturing industry, and a passion for providing exceptional customer experiences.

Responsibilities:

Team Leadership & Development:

• Lead, coach, and mentor at least one direct report with meeting and exceeding performance goals by setting clear performance expectations and providing regular feedback on performance.

Customer Experience Management:

• Ensure timely and accurate responses to customer inquiries, complaints, and orders.
• Implement strategies to enhance customer satisfaction, retention, and loyalty.
• Resolve customer issues in a professional and efficient manner, escalating complex issues as necessary.
• Act as the primary point of contact for high-priority or escalated customer accounts.

Operational Efficiency & Performance Metrics:

• Identify and implement process improvements to streamline workflows and improve service quality.
• Collaborate with production, logistics, and sales teams to ensure alignment with customer expectations and delivery timelines.
• Maintain detailed records of customer interactions, feedback, and service issues.

Collaboration with Cross-Functional Teams:

• Work closely with logistics, production and quality control departments to address customer concerns related to product quality, shipping delays, or inventory issues.
• Communicate customer needs and feedback to appropriate departments to drive product and service improvements.
• Assist sales and marketing team with customer-related inquiries, programs, quotes, and contract fulfillment.

Quality Assurance & Compliance:

• Collaborate with the quality assurance team to resolve customer complaints regarding product quality and compliance.
• Maintain awareness of industry trends and best practices in customer service and food manufacturing.

Reporting & Analysis:

• Prepare and present reports on customer service performance, highlighting trends, challenges, and opportunities for improvement.
• Utilize data analytics to drive decision-making and improve customer service operations.

Qualifications and Skills:

• Bachelor's degree or equivalent work experience.
• 5 years of experience in customer service, with at least 2 years in a managerial role in the food manufacturing industry or a similar sector.
•  Strong understanding of food safety regulations and quality standards.
• Excellent communication, interpersonal, and problem-solving skills.
• Proven ability to lead a team and drive performance improvements.
• Ability to analyze data and translate insights into actionable strategies.
• Proficient in customer service software, CRM tools, and MS Office Suite.
• Sage experience is a plus.

Compensation:

• $75K - $82K