Customer Service Manager - Souderton, United States - Leidy's
Description
***: Leidy's Premium Meat is seeking an experienced and dynamicCustomer Service Manager to lead our customer service team. As a key member of our organization, you will play a crucial role in ensuring exceptional customer experiences and driving growth through inside sales initiatives.
ESSENTIAL JOB FUNCTIONS:
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Team Leadership and Management:
- Oversee the existing customer service team, providing guidance, coaching, and support.
- Foster a positive and collaborative work environment, encouraging teamwork and professional development.
- Set performance goals, conduct regular performance evaluations, and address any performance issues promptly.
Customer Experience Enhancement:
- Improve overall customer service experience by implementing best practices and efficient processes.
- Handle escalated customer inquiries or complaints, ensuring timely resolution.
- Collaborate with crossfunctional teams (sales, production, logistics) to enhance customer satisfaction.
Inside Sales Transformation:
- Develop and execute strategies to shift the customer service team's focus toward inside sales.
- Identify opportunities for upselling, crossselling, and promoting Leidy's products to existing customers.
- Work closely with the sales team to align efforts and maximize revenue generation.
- Monitor and sell aged/overrun inventory
Service Procedures and Policies:
- Establish and refine customer service procedures, policies, and standards.
- Ensure consistent adherence to service protocols across the team.
- Continuously monitor and improve service quality.
Data Analysis and Reporting:
- Analyze customer service metrics, including response times, resolution rates, and customer feedback.
- Generate regular reports for management, highlighting trends and areas for improvement.
Collaboration and Communication:
- Collaborate with other departments (production, quality control, marketing) to address customer needs effectively.
- Communicate product updates, promotions, and relevant information to the customer service team.
- Maintain and update customer price sheets
OTHER FUNCTIONS:
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Customer Complaints: Address and resolve customer complaints promptly, maintaining a high level of professionalism and empathy.
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Credits: Process customer credits accurately, ensuring compliance with company policies.
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Customer Product Samples: Coordinate the distribution of product samples to potential customers, showcasing Leidy's quality offerings.
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Order Entry: Oversee accurate and efficient order entry processes, minimizing errors and ensuring timely fulfillment.
EDUCATION & EXPERIENCE:
- Bachelor's degree in Business Administration, Marketing, or a related field preferred.
- Proven experience in customer service management, preferably in the food industry. 5+ year in a management role is preferable.
- Strong leadership skills and the ability to motivate and inspire a team.
- Excellent communication, problemsolving, and negotiation abilities.
- Proficiency in CRM software, EDI, and Microsoft Office Suite.
QUALIFICATIONS NEEDED:
- Ability to work with various departments and team members to develop accurate information to meet customer needs and demands.
- Demonstrated critical thinking and independent problemsolving skills with the ability to multitask and meet challenging deadlines.
- Proficient written communication skills in business correspondence and other required documents; presents numerical data effectively.
- Strong oral communication skills: speaks clearly and persuasively; listens effectively; obtains clarification; conveys information and ideas in understandable terms at all levels of the organization and through proper channels; participates in meetings; responds well to questions.
- Takes ownership and accountability for mistakes, corrects and learns from them and has the ability to progress forward.
- Uses time efficiently; adapts to changes in the work environment; manages competing demands and changing approach or method to best fit the situation.
- Strong computer skills, including proficiency with Microsoft Windows and Microsoft 365 programs
- Demonstrates company Core Values; Integrity, Quality, Respect, Safety & Stewardship
Pay:
$48, $55,000.00 per year
Experience:
- Customer service: 1 year (preferred)
Ability to Commute:
- Souderton, PA required)
Ability to Relocate:
- Souderton, PA 18964: Relocate before starting work (required)
Work Location:
In person