Customer Service Junior Manager

CORPORATE - MOUNT FRANKLIN FOODS LLC•El Paso, TX

About The Position

The Customer Service Junior Manager will oversee the entire customer service process, ensuring timely and accurate order processing while handling complex customer inquiries and service issues. The main objective of this role is to maintain customer service levels, including fill-rate and OTIF (On-Time In-Full), and to connect with functional teams to deliver the best customer experience. This involves reducing customer complaints and ensuring order fulfillment meets expectations. The role includes leading and mentoring a team of Customer Service Representatives, setting performance goals, and ensuring productivity through effective time management, attendance oversight, and KPI reporting. The junior manager will collaborate with internal departments to ensure smooth order fulfillment, maintain optimal fill rates, address operational inefficiencies, and improve service processes. Additionally, they will be responsible for generating and analyzing performance reports, monitoring customer satisfaction, and driving continuous improvements in both service quality and team performance.

Requirements

Bachelor’s degree in business administration or other related discipline.
4-6 years’ experience in customer service and supply chain.
Strong knowledge of Microsoft Office.
Strong familiarity with ERP and MRP systems.
Strong communication and problem-solving skills
Strong analytical and organizational skills with attention to detail.
Ability to assess trends and statistical data/reports.
Ability to work in a fast-paced environment.
Prolonged periods sitting at a desk and working on a computer
Ability to lift 30 pounds at times
Ability to respond quickly to sounds
Ability to move safely over uneven terrain or in confined spaces
Ability to see and respond to dangerous situations
Ability to safely climb ladders while carrying
Ability to wear personal protective gear while on production floor
Microsoft Office (including Outlook)
Microsoft Teams
Ability to develop Gantt Charts (or use equivalent software)
Ability to produce and interpret analytical reports
Ability to create and establish timeline reports
Customer Focus
Conflict Management
Influencing
Stakeholder Management
Strong organizational skills
Strong communication skills required
Strong time management
Ability to work with little to no supervision
Analytical and problem solver
Able to work under pressure with focus on delivering to deadlines

Nice To Haves

Bilingual (English & Spanish) a plus.
Knowledge of ERP system a plus

Responsibilities

Oversee the end-of-the-end customer service process, ensuring that all orders are processed in a timely and accurate manner, meeting company standards for customer satisfaction and operational efficiency.
Act as the primary escalation point for complex customer inquiries, complaints, and service issues, demonstrating expertise in troubleshooting and resolving concerns effectively to maintain strong customer relationships.
Collaborate closely with internal departments such as sales, planning, logistics, and warehouse teams to resolve order-related challenges, ensuring seamless communication and the timely resolution of issues.
Monitor and continuously improve key performance metrics, including customer satisfaction, response times, first-contact resolution rates, and service quality, to meet or exceed established targets.
Supervise and mentor a team of Customer Service Representatives, providing coaching, training, and professional development opportunities to enhance team performance and foster skill growth.
Manage team performance by setting clear individual and team goals, tracking progress, and implementing corrective actions as needed to meet productivity and service excellence targets.
Oversee daily operations, ensuring time management is optimized and that team members are adhering to attendance policies. Ensure that shifts are adequately staffed, and coverage is provided during peak periods to maintain service levels.
Foster a positive, engaging, and collaborative work environment that prioritizes customer satisfaction, operational efficiency, and continuous improvement.
Lead regular team meetings to discuss updates, challenges, and best practices, promoting open communication and teamwork.
Conduct regular performance evaluations and provide actionable feedback to enhance individual and team capabilities. Recognize achievements and address performance issues promptly.
Collaborate with planning, logistics, and other internal teams to ensure smooth order fulfillment and on-time delivery, proactively addressing potential delays and operational hurdles.
Monitor inventory levels, analyze customer trends and order patterns, and assist in demand forecasting to ensure stock availability and accurate order fulfillment.
Identify inefficiencies in customer service processes, propose and implement improvements to optimize workflow, reduce bottlenecks, and improve overall customer experience.
Ensure strict adherence to company policies, industry regulations, and customer service best practices, maintaining high standards of compliance and operational integrity.
Generate and analyze reports on order trends, customer feedback, and service performance to provide insights on operational efficiency and areas of improvement.
Utilize internal systems to track and manage customer data, ensuring data integrity and proper documentation of service metrics.
Regularly report on team performance and service metrics, offering actionable insights to senior management on customer service trends, areas for improvement, and potential solutions.
Maintain and track Key Performance Indicators (KPIs) related to team productivity, response times, issue resolution, and customer satisfaction, ensuring that performance targets are consistently met or exceeded.