Customer Service Manager

Rise Baking Company, LLC•Minneapolis, MN

About The Position

Manage the Customer Service team, ensuring high-quality service delivery through proper resource allocation for the successful execution of customer order management and issue resolution. Develop, implement, and manage customer service policies and procedures that align with the company's goals and enhance the customer experience.

Requirements

Associate’s degree and/or 10+ years of customer service experience with 5+ years of experience as a manager in a fast-paced call center environment
Proven leadership and training skills with the ability to develop, influence, and motivate a team
Excellent communication and interpersonal skills with the ability to build and maintain relationships across all levels of the organization
Advanced proficiency using SAP, CRM, and Microsoft Office Suite (Word, Excel, PowerPoint)
Strong knowledge of performance management methodologies and logistic functions in support of order management
Demonstrated problem-solving ability with a continuous improvement mindset
Ability to manage a fast-paced team environment, contributing to team development and performance to achieve organizational goals
Proven organizational skills with the ability to plan time effectively, balance multiple priorities, and meet deadlines

Nice To Haves

Experience in food manufacturing as well as retail and foodservice distribution channels preferred

Responsibilities

Manage customer service operations, serving as point person for issue escalation
Oversee and manage the Customer Service team to ensure high-quality service delivery
Develop and implement customer service policies and procedures, ensuring adherence by the Customer Service team
Continually review processes to improve overall efficiencies within the department
Stay up-to-date with industry trends and implement innovative customer service strategies
Mentor Customer Service Supervisors on best practices and customer service techniques
Collaborate with other departments to resolve customer issues and improve overall customer experience
Analyze the root cause of issues impacting customers and implement solutions
Keep management and sales teams advised of all issues
Develop, track, analyze, and report on key performance metrics; provide feedback for improvement
Ensure goals are met in customer service, including survey ratings
Facilitate requests for technical service, complaints, inquiries, or general communication
Handle escalated customer inquiries and complaints in a professional and timely manner
Approve customer returns
Assist with the sale of aged and excess inventory through bargain basement sales
Work on a variety of assigned special projects as needed
Support food safety program, quality standards, and legality of manufactured products
Perform other job-related duties as assigned