Customer Service and Marketing Manager - Agawam, United States - CG Family Foods
CG Family Foods
Agawam, United States
Verified Company
3 weeks ago
Description
JOB TITLE:
CUSTOMER SERVICE AND MARKETING MANAGER
DEPARTMENT:
SUPPLY CHAIN OPERATIONS
REPORTS TO:
DIRECTOR OF
SUPPLY CHAIN OPERATIONS
EFFECTIVE DATE:
May 1, 2024
SUMMARY:
Qualified Individual fills a key role of being the right-hand of the Vice President of Sales and Marketing to ensure they are receiving superb support to guarantee continuity of sales growth.
DUTIES AND RESPONSIBILITIES:
- Customer Service
- Complete management of Customer Service team and processes, serving as backup to Customer Service Specialist with daily order entry and logistics assignments as needed
- Complete ownership and management of all customer files and contracts so that we are current with all programs, build and maintain relationships and proactive customer outreach on a regular basis.
- Achieve customer relationship targets and KPI's as set by VP of Sales; conduct business reviews and review sales reports to ensure customers are satisfied and if there are prospects for further sales opportunities within key accounts.
- Management of customer portals including but not limited to World 1 Sync, USF and other customer data portals.
- Management of customer product complaints; determine next steps and involve appropriate individuals to resolve the issue.
- Manage sample requests and partner with QA to get product shipped expediently and of perfect specimen to properly represent the company.
- Marketing
- Manage and develop all creative materials and projects to enhance and bring attention to the rapidly growing brand.
- Website SEO and content improvements/updates
- Social Media, Press Releases and Customer Newsletters.
- Support of various marketing initiatives
- Tradeshow preparation and attendance
- Analytics
- Customer market research and analysis
- Methodical and ongoing competitive analysis and market research to present findings and recommendations to management team in order to increase market share.
- Conduct monthly broker reviews, providing updates and making insightful analytical recommendations to VP of Sales & Marketing
- Collect data and generate reports that analyze customer trends and forecasts to help guide sales and production teams.
- Regular data review of actual vs. planned sales and participate in planned enhancements for improved accuracy.
SUPERVISORY RESPONSIBILITIES:
- Management of Customer Service
BACKUP RESPONSIBILITIES:
- Backup to Customer Service
- Other tasks as needed and assigned by manager.
QUALIFICATIONS:
- Strong Organizational Skills, sensitive to time management and deadlines
- Able to stay calm, focused, prioritize and multitask.
- Advanced computer literacy; to include but not limited to Outlook, MS Suite; including Excel, Adobe Suite, Canva etc.
- Strong analytical skills, detail oriented, able to work independently, and with the team.
- Strong problem solving skills and Service-Oriented
- Good communications skills, both verbal and written
- Complete ownership of position; supporting team members and other departments
- Ability to evaluate current processes and recommend improvements.
- High energy, dynamic, enthusiastic, engaging individual
- Straightforward, direct and candid but professional and diplomatic
- Tremendous selfinitiative and motivation to achieve able to work with limited oversight and take ownership of your responsibilities.
- Innately skilled in building relationships and collaborating with others.
- Integrity/trustworthy
- Positive attitude and confident professional demeanor
- Sense of humor
COMPETENCIES:
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Adaptability
- Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
-
Customer Service
- Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
-
Design
- Generates creative solutions; Translates concepts and information into images; Uses feedback to modify designs; Applies design principles; Demonstrates attention to detail.
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Initiative
- Volunteers readily; Undertakes selfdevelopment activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
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Planning/Organizing
- Prioritizes and plans work activities; Uses time effi