Customer Service Manager (Biospringer)

Lesaffre Group • Milwaukee, WI

1d • Hybrid

About The Position

Biospringer, a part of Lesaffre, is seeking a Customer Service Manager to lead a team of 6 customer service professionals. This role is responsible for overseeing the order-to-cash process and managing international shipments for North American customers. The ideal candidate will identify automation improvements, establish key performance indicators, and collaborate with cross-functional teams. This position requires a proven track record in leading customer service teams, exceptional communication, interpersonal, and problem-solving skills, and data-driven decision-making abilities to ensure the company's reputation and business success. The role involves both hands-on work and strategic guidance to drive organizational growth.

Requirements

• Bachelor's degree in Business Administration, Customer Service, or a related field; 10 years of customer service management experience may be considered in lieu of a bachelor's degree
• 5 or more years of experience in customer service management role
• Proficient in SAP and CRM systems
• Knowledge of key customer service metrics and KPIs
• Ability to travel 5-10% of the time within North America
• Demonstrate an unwavering commitment to Lesaffre's safety-first culture by strictly following all safety protocols and participating in required safety programs
• As a leader, has impact on others by setting the example for others to follow

Nice To Haves

• Familiarity with the food industry is preferred

Responsibilities

• Manage the day-to-day operations of the customer service department, including order processing, inquiries, and complaint resolution for North America customers
• Lead the order-to-cash (OTC) process, identifying areas for improvement and implementing streamlined workflows
• Oversee the management of international shipments to customers in North America, ensuring timely delivery and compliance with relevant regulations
• Continuously evaluate and recommend automation solutions to enhance customer service efficiency and productivity
• Establish and monitor relevant KPIs to measure customer service performance, identify areas for improvement, and report on progress
• Collaborate closely with the commercial team to align customer service strategies with sales and marketing initiatives
• Provide training and development opportunities for the customer service team to enhance their skills and knowledge
• Serve as the primary point of contact for customer service-related issues, escalating and resolving complex matters as needed
• Analyze customer feedback and data to identify trends and opportunities for service enhancements
• Participate in cross-functional projects and initiatives to improve overall customer experience
• Act as a key user within the company's SAP system, providing subject matter expertise and supporting system-related initiatives
• Other duties as assigned

Benefits

• Competitive compensation and comprehensive benefits starting on day one, including health, dental, vision, and 401(k) with employer match
• 11 paid holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Manager