Customer Service Manager

POSITION SUMMARY:

Leidy’s Premium Meat is seeking an experienced and dynamic Customer 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:

• 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 cross-functional 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, cross-selling, 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:

· Customer Complaints: Address and resolve customer complaints promptly, maintaining a high level of professionalism and empathy.

· Credits: Process customer credits accurately, ensuring compliance with company policies.

· Customer Product Samples: Coordinate the distribution of product samples to potential customers, showcasing Leidy’s quality offerings.

· 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, problem-solving, 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 problem-solving skills with the ability to multi-task 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

Job Type: Full-time

Pay: $48,000.00 - $55,000.00 per year

Experience:

• Customer service: 1 year (Preferred)

Ability to Commute:

• Souderton, PA 18964 (Required)

Ability to Relocate:

• Souderton, PA 18964: Relocate before starting work (Required)

Work Location: In person