Retail Account Customer Manager

WESTERN SMOKEHOUSE PARTNERS•Shelley, ID

About The Position

Join the TEAM at Western Smokehouse Partners! We’re more than just a leader in the better-for-you meat snack industry-we’re a team driven by quality, innovation and a passion for great meat sticks and jerky. With seven facilities across four states, we’re setting the standard in excellence for our co-manufacturing and private label customers. As we continue to grow, we’re looking for highly motivated individuals who want to be part of an industry-leading company that values contribution, collaboration, and continuous improvement. The Retail Account Customer Manager (RCRM) is responsible for handling customer claims efficiently and professionally. This role sees through the claims process from intake to resolution, ensuring that customers receive timely, accurate, and compassionate service. The RCRM will be the main point of contact as new customers transition from commercialization to an Account Manager. The RCRM works closely with internal departments, maintains high service standards, and implements continuous improvements to enhance overall customer satisfaction.

Requirements

High school diploma, general education degree or equivalent.
Prior experience in customer service/customer relationships
The ability to stay calm in the event of a customer issue.
Excellent written and verbal communication skills.
Ability to prioritize and multi-task for maximum efficiency without sacrificing accuracy.
Professional and pleasant phone manner to service incoming and outgoing calls.
Proficiency in use of computers and software.
Excellent organizational and time management skills.
Detail-oriented work ethic.
Must be able to work independently and as a team.
Must be customer service oriented.

Nice To Haves

Experience in positive claim resolution with wholesale accounts such as KeHe, UNFI, etc.
Strong leadership and interpersonal skills with an ability to motivate and work with a diverse team.
Excellent problem-solving and decision-making skills.
Proficiency in claims resolution.
Superior communication skills, both written and verbal.
Ability to manage multiple tasks and work under pressure while maintaining attention to detail.

Responsibilities

Sees through the intake, investigation, and resolution of customer claims.
Ensure accurate documentation, timely responses, and compliance with internal and regulatory guidelines.
Analyze claims data to identify trends, issues, or areas for process improvement.
Serve as the escalation point for complex claims or customer concerns.
Ensure clear, empathetic, and consistent communication with customers throughout the claims process.
Work with other departments to resolve any cross-functional issues affecting customer satisfaction.
Assist in development and implementation strategies to streamline claims procedures and enhance service delivery.
Assist in the development and implementation process of transitioning new customers out of commercialization to an Account Manager.
Assist with set up, usage and maintenance of customer portals.
Assist Account Managers and team members during high volume time.
Other duties as assigned by Executive Members and/or Customer Service Director.