Customer Support Manager
- Ensure accurate and timely customer correspondence related to order fulfillment.
- Ensure that customer orders are delivered on time, as ordered and hassle-free, by developing robust, repeatable processes, procedures and systems to ensure these results.
- Develop full proficiency as the subject matter expert of JRW systems, to include ability to train/coach team members on relevant functionality, as well as seeking and implementing efficiencies and troubleshooting issues for resolution.
- Establish metrics that drive a high-performance environment and the company’s ability to achieve our purpose statement.
- Monitor team adherence to department metrics and coach and train team to standard of excellence.
- Train and lead team members to success, including the development of a comprehensive training/onboarding plan and documented procedures to ensure accuracy and consistency among the team.
- Supervise the daily operations of the customer support department. Participate with all departments on a team approach to customer service.
- Manage team continuous improvement opportunities to include driving system and process improvements.
- Partner with Sales, Procurement, and Warehouse departments to manage customer relationships while seeking to provide exceptional customer experience.
- Facilitate customer communications on important initiatives and changes.
- Drive excellence in customer service by monitoring all survey results, ensuring urgency in team response times to all inquiries, identifying opportunities to upsell, and providing best in class resolution times.
- Develop and implement strategies useful for improving customer relationships, dedication, and satisfaction. Establish communication channels and mediums through which clients communicate with JRW.
- Self-motivated, positive attitude with strong executional capabilities.
- Extremely detail oriented and ability to maintain effective communication.
- Excellent time management skills and ability to work in fast-paced environment.
- Comfortable working in sales environment.
- Understands the role of customer service as a revenue enabler and brand ambassador.
- Ability to make good decisions using analysis, customer needs, company intelligence, experience, and judgement under tight deadlines, while keeping company objectives in mind.
- Strong leadership skills including leading projects, patience, compassion, empathy, a passion for customer satisfaction, strong time management skills, and readiness to learn.
- Strong written and verbal communication skills.
- Bachelor’s degree preferred, or any combination of directly relevant training and experience.
- 3+ years’ experience managing a Customer Service and/or Sales team.
- 3+ years’ experience working with Enterprise Resource Planning (ERP) systems, software-as-a-service solutions, and e-commerce.
- Proficient in MS Office (i.e., Word, Excel, Outlook) and data entry systems.
- Warehouse and/or Logistics experience a plus.
- Food and Beverage Ingredients industry experience a plus.
- Have a proven track record of developing and executing customer outreach campaigns (e.g., reorder reminders, product education, seasonal promotions).
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