Customer Service Manager, Brand Support

Bakery Feeds, by Darling Ingredients•Irving, TX

17d•Onsite

About The Position

The Customer Service Manager, Brand Support oversees customer service operations supporting national, branded, and third-party customer accounts. The role manages relationships with third-party service providers and vendor partners, ensuring alignment with organizational objectives, service expectations, and customer requirements. It also evaluates, reviews, and approves customer pricing across account types while balancing customer needs, operational considerations, and business profitability and maintaining consistency with company pricing strategies. The manager leads and develops assigned agents, establishes team priorities and service standards, handles escalated Brand customer issues, and uses customer and operational data to identify improvement opportunities. The position works cross-functionally to deliver service commitments, maintains accurate customer and account information, and advises leadership on customer service initiatives, resource planning, process improvements, and retention strategies.

Requirements

High school diploma or equivalent.
At least 5 years of customer service, account management, or operational support experience in a corporate environment.
At least 2 years of leadership, supervisory, or team management experience.
Proficiency with business technologies, including CRM systems and Microsoft Office applications.
Strong leadership, coaching, and employee development skills.
Strong multitasking, time management, organizational, and prioritization skills, including the ability to manage competing priorities in a fast-paced environment.
Excellent verbal and written communication skills and the ability to influence stakeholders across multiple organizational levels.
Analytical and problem-solving skills, including the ability to make sound business decisions independently.
Ability to lead change, drive accountability, and achieve results through others by setting standards for ownership, professionalism, and execution.

Nice To Haves

Associate's or bachelor's degree.
Experience managing customer service, account management, or shared service teams.
Experience supporting national or multi-location customer accounts.
Experience with Oracle or other enterprise business systems.
Experience leading continuous improvement initiatives and process optimization efforts.
Strong financial acumen, including experience with billing, payment processes, or operational reporting.
Demonstrated success managing cross-functional projects and stakeholder relationships.

Responsibilities

Lead, supervise, and develop assigned agents through coaching, performance management, training, and career development.
Establish team priorities, workload distribution, and service standards for national and branded customer accounts.
Serve as the highest level of escalation for complex customer service, operational, and account-related issues involving Brand customers.
Analyze customer data and service and operational performance metrics to identify trends, risks, and opportunities for improvement.
Develop and implement processes, procedures, KPIs, and best practices to enhance customer satisfaction and operational efficiency.
Partner with Customer Service, Accounting, Sales, Transportation, and third-party service providers to execute customer service commitments.
Provide leadership with strategic recommendations regarding customer service initiatives, resource planning, process improvements, and customer retention strategies.
Ensure the accuracy of customer records, service documentation, billing coordination, and account management activities.
Foster a culture of accountability, collaboration, continuous improvement, and exceptional customer service.
Evaluate, review, and approve customer pricing across account types.
Perform other duties as assigned.