Manager, Customer Service

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The Customer Service Manager oversees the day-to-day activities of the customer service function in a poultry processing facility. This includes managing the customer service team to facilitate interactions between scheduling, processing and shipping, ensuring prompt shipment of product to meet customer demand.

Job Responsibilities

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

Review and follow up on processing and shipping schedules to ensure adherence, communicating any issues or roadblocks with appropriate personnel to maintain product availability.

Facilitate communication between internal departments (Sales, Processing, Shipping, and Customers) to resolve shortages, issues, product returns, ensuring customers receive their orders as requested or are notified of any issue timely.

Create or schedule processing orders, ensuring processing matches cut sheet and 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 securing excess product to fulfill internal order needs.

Schedule trucks with 3rd party vendor or liaise with corporate logistics team for product pick-up and delivery; manage internal database (E2Open) to ensure product is shipped efficiently and on time.

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

Mentor, train/cross-train employees, providing feedback to improve performance.

Perform other related duties as directed.

Knowledge, Skills & Abilities

Understanding of working relationships between internal departments, able to liaise and resolve issues, ensuring 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.

Strong customer-centric attitude, high energy level, urgency, and problem-solving skills, using established procedures to address routine and complex customer service issues.

Excellent communication skills, both orally and in writing, across all levels of the organization and external vendors; ability to explain information clearly and convey exceptions; multilingual preferred.

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

Adaptability to changing priorities and maintaining a productive committed work effort, meeting deadlines and managing workload.

Education

The position requires a bachelor's degree in Business Administration, Management, or a related field; experience and education may be substituted for the 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 employee is regularly exposed to risk of injury in an office environment. Duties include extensive computer work, sitting or standing. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Seniority Level

Mid-Senior level

Employment Type

Full-time

Job Function

Other

Industries

Government Administration #J-18808-Ljbffr