Customer Service Manager

Atlanta, GA, United States

5 years of customer service-related work experience - Required

Proven track record of building relationships, customer service, and negotiations

Ability to adapt communication and interpersonal style to engage and influence a variety internal and

Demonstrate a customer-oriented mindset and ability to operate with customers’ best interests in mind

Strong written and verbal communication skills to understand requests and problems, inform on status,

Responsibilities The Customer Service Manager (CSM) will define the strategy and business plan for front end operations,

manage and lead customer service teams, and support strategic initiatives for the plant and the company

CSM, you will partner with production, shipping, executive management, and customers to achieve optimal

Partner with production, shipping, maintenance, and scheduling teams to review product backlog and

production performance to identify opportunities to optimize functional efficiencies

Review invoicing and A/R communications to proactively identify and resolve discrepancies

Balance production workload volume across plants in partnership with Production Planners and

leadership when appropriate to support customer needs

Report out production status and forecast daily with production leadership and team to ensure customer

Serve as an escalated point of contact for customer issues by supporting Customer Service

Representatives with issue remediation and communication with customers as necessary

Participate in projects supporting plant and/or company wide strategic initiatives (e.g. margin

enhancement efforts, overall equipment effectiveness efforts) by providing critical customer service

expertise and insight to inform decisions and recommendations

Continuously communicate with Customer Service Representatives, manufacturing partners, and sales

to align on the current state and ensure operational efficiencies are achieved to meet customer needs

Provide ongoing coaching and feedback to Customer Service Representatives to enhance their

performance and support their career growth and objectives

Conduct annual performance reviews to drive enhanced performance and build capability in team of

Coach and guide Customer Service Representatives to effectively support customers and resolve

Lead training for customer service representatives on specific topics or best practices to enhance their

Ability to simplify and solve simple to complex issues with focus on root cause and quick solution

Demonstrate collaboration and teaming skills across functions to resolve issues and achieve

Customer Service Manager – Atlanta, GA

The Opportunity...

The Customer Service Manager (CSM) will define the strategy and business plan for front end operations,

manage and lead customer service teams, and support strategic initiatives for the plant and the company. As a

CSM, you will partner with production, shipping, executive management, and customers to achieve optimal

customer satisfaction.

How you will impact:

• Partner with production, shipping, maintenance, and scheduling teams to review product backlog and

production performance to identify opportunities to optimize functional efficiencies

• Review invoicing and A/R communications to proactively identify and resolve discrepancies

• Balance production workload volume across plants in partnership with Production Planners and

leadership when appropriate to support customer needs

• Report out production status and forecast daily with production leadership and team to ensure customer

needs are being met

• Serve as an escalated point of contact for customer issues by supporting Customer Service

Representatives with issue remediation and communication with customers as necessary

• Participate in projects supporting plant and/or company wide strategic initiatives (e.g. margin

enhancement efforts, overall equipment effectiveness efforts) by providing critical customer service

expertise and insight to inform decisions and recommendations

• Continuously communicate with Customer Service Representatives, manufacturing partners, and sales

to align on the current state and ensure operational efficiencies are achieved to meet customer needs

• Provide ongoing coaching and feedback to Customer Service Representatives to enhance their

performance and support their career growth and objectives

• Conduct annual performance reviews to drive enhanced performance and build capability in team of

Customer Service Representatives

• Coach and guide Customer Service Representatives to effectively support customers and resolve

customer issues

• Lead training for customer service representatives on specific topics or best practices to enhance their

understanding and performance

What you need to succeed:

• High School diploma or G.E.D.

• 5 years of customer service-related work experience - Required

• Previous experience in manufacturing industry - Preferred

• Proven track record of building relationships, customer service, and negotiations

• Ability to adapt communication and interpersonal style to engage and influence a variety internal and

external partners

• Inspire others to develop themselves and seek out continuous learning opportunities by serving as a

coach, role model, and mentor

• Demonstrate a customer-oriented mindset and ability to operate with customers’ best interests in mind

• Strong written and verbal communication skills to understand requests and problems, inform on status,

and negotiate solutions

• Ability to simplify and solve simple to complex issues with focus on root cause and quick solution

development

• Demonstrate collaboration and teaming skills across functions to resolve issues and achieve

organizational goals Company information

FOOD MANAGEMENT SEARCH specializes in contingency recruiting projects exclusively in the food manufacturing and food service industries throughout the US and Canada.EMPLOYER SEARCH PROJECT REQUESThttps://www.foodmanagementsearch.com/employer-services/search-project-request/JOB SEARCH PAGEhttps://www.foodmanagementsearch.com/jobs/#!/search?page=1— SPECIALTY AREAS and DISCIPLINES —Food Production / ManufacturingPlant Operations ManagementQuality Assurance / ControlFood ScientistProduct Development / Research & DevelopmentEngineeringSafety / Sanitation / MaintenanceSupply ChainProcurement / PurchasingMaterials ManagementLogisticsTransportation / DistributionWarehousingFood Distribution / Specialty WholesaleSalesConsumer & Industrial SalesExecutiveNationalGeneral SalesRegional SalesAccount ManagerRepsMarketingTradeCategoryProductBrandResearchCommunicationsAdvertisingFood Service and HospitalityContract Food ServiceCulinaryRestaurantHotel / Casino - Food and BeverageCruise LineIndustry Product ExperienceBaking, Dairy, Ingredients, Confectionery, Grain, Beverage, Fruits, Vegetables, Beef, Poultry, Seafood, Fresh, Canned, Frozen

Food Distribution, Food Processing, Food Wholesaling, Food Manufacturing, Food Retail

Privately Held

Founded: 2000

Springfield, MA

Company Specialties:

Food, plant operations, recruiter, headhunter, staffing, sales, marketing, Contract Food Service, quality assurance, food science, culinary, supply chain, Hospitality, Food & Beverage, Supermarkets, Convenience Stores, Food Distribution, Executive Leadership, Food Manufacturing, and Engineering

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