Customer Service Manager

Job Description Job Description Customer Service Manager Our client is a leading food product copacker based on Long Island. They are currently seeking a results-driven and customer-focused Customer Service Manager to oversee the customer service operations in their food manufacturing business.

The ideal candidate will possess strong leadership skills, a deep understanding of the food manufacturing industry, and a passion for providing exceptional customer experiences. Responsibilities: Team Leadership & Development: Lead, coach, and mentor at least one direct report with meeting and exceeding performance goals by setting clear performance expectations and providing regular feedback on performance.

Customer Experience Management: Ensure timely and accurate responses to customer inquiries, complaints, and orders. Implement strategies to enhance customer satisfaction, retention, and loyalty.

Resolve customer issues in a professional and efficient manner, escalating complex issues as necessary. Act as the primary point of contact for high-priority or escalated customer accounts. Operational Efficiency & Performance Metrics:

Identify and implement process improvements to streamline workflows and improve service quality. Collaborate with production, logistics, and sales teams to ensure alignment with customer expectations and delivery timelines. Maintain detailed records of customer interactions, feedback, and service issues.

Collaboration with Cross-Functional Teams: Work closely with logistics, production and quality control departments to address customer concerns related to product quality, shipping delays, or inventory issues.

Communicate customer needs and feedback to appropriate departments to drive product and service improvements.

Assist sales and marketing team with customer-related inquiries, programs, quotes, and contract fulfillment. Quality Assurance & Compliance: Collaborate with the quality assurance team to resolve customer complaints regarding product quality and compliance.

Maintain awareness of industry trends and best practices in customer service and food manufacturing. Reporting & Analysis: Prepare and present reports on customer service performance, highlighting trends, challenges, and opportunities for improvement.

Utilize data analytics to drive decision-making and improve customer service operations. Qualifications and Skills: Bachelor's degree or equivalent work experience. 5 years of experience in customer service, with at least 2 years in a managerial role in the food manufacturing industry or a similar sector.

Strong understanding of food safety regulations and quality standards. Excellent communication, interpersonal, and problem-solving skills. Proven ability to lead a team and drive performance improvements.

Ability to analyze data and translate insights into actionable strategies. Proficient in customer service software, CRM tools, and MS Office Suite. Sage experience is a plus. Compensation: $80K - $85K