Manager, Customer Service

Customer Service Manager

The Customer Service Manager oversees the day-to-day activities of the customer service function in a poultry processing facility including overseeing the customer service team to facilitate interactions between scheduling, processing and shipping including order entry, scheduling follow-up, scheduling third party truck for product shipment etc. This role ensures the prompt shipping of product to meet customer demand.

Job Responsibilities:

Oversee the customer service team to ensure smooth flow between processing and delivery to customer ensuring product arrives as requested

Review and follow-up on processing and shipping schedules to ensure schedules are followed, communicating any issues or roadblocks with appropriate personnel to ensure product is available to fulfill orders

Facilitate communication between internal departments (Sales, Processing, Shipping and Customers) to resolve shortages, issues, product return, etc to ensure customers receive their orders as requested or are notified of any issue in a timely manner

Create or schedule processing orders ensuring processing matches cut sheet liaising with Sales on processing schedules to ensure product availability

Work with customers to resolve complaints, returns and/ or refusals

Partner with company locations on internal product transfers moving excess product to locations with shortages or secure excess product to fulfill location's internal orders need

Schedule trucks with third party vendor or liaise with corporate logistics team for product pick-up and delivery, manage internal database (E2Open) and/ or liaise with corporate logistics team to ensure product is efficiently and effectively shipped to customer in a timely manner

May perform duties in other areas (Purchasing, Inventory Mgmt, A/R, etc) as requested

Mentor, train/ cross train employees, providing feedback for opportunities to improve and areas where excelling

Perform other related duties as directed

Knowledge, Skills and Abilities:

Understanding of the working relationships between internal departments with the ability to liaise between departments to resolve issues and dissolve roadblocks to facilitate an exceptional customer experience

Ability to lead and motivate a team, setting clear priorities and ensuring team members understand their roles and responsibilities

Ability to work in a fast-paced environment using excellent organizational skills and precise attention to detail.

Must possess a strong customer-centric attitude, high energy level and a strong sense of urgency with strong problem-solving skills, using established procedures to address and resolve routine and complex customer service issues

Ability to communicate clearly and effectively, both orally and in writing with all levels of the organization and external vendors with the ability to explain information clearly and convey exceptions; multi-lingual preferred

Ability to organize and prioritize work in a dynamic and complex environment to meet deadlines and daily requirements.

Ability to adapt to changing priorities and maintain a productive and committed work effort, meeting deadlines and managing workload.

Education:

The position requires a bachelor's degree in Business Administration, Management, or related field; experience and education may be substituted for degree.

Experience:

The position requires a minimum of two (2) years of related customer service experience.

SUPERVISORY ROLE:

This role is a Leader of Leaders role with required competencies: Sizing up People, Delegation, Planning, Customer Focus and Conflict Management

WORK ENVIRONMENT:

Office While performing the duties of this job, the employee is regularly exposed to risk of injury in an office environment. Duties include a typical office setting including extensive computer work, sitting or standing. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.