Customer Service Manager

Mr. Greens Produce is hiring a Customer Service Manager for our Austin area.

Overview

Mr. Greens has proudly grown into one of the largest privately-owned produce distributors in Florida, Georgia, and Texas. With deliveries 365 days a year, 7-days a week, and multiple runs per day, Mr. Greens has set the gold standard for service. Serving a variety of clients, including restaurants, hotels, country clubs, caterers, grocery stores, and retail outlets, Mr. Greens is dedicated to quality and reliability.

Summary

Mr. Greens Produce is seeking a highly experienced and dedicated Customer Service Manager. In this pivotal role, the manager will lead and oversee the Customer Service team, develop and implement strategies to enhance customer satisfaction, and ensure seamless operations. Key responsibilities include resolving escalated customer issues, analyzing performance metrics, and collaborating with internal and external stakeholders to address and prevent concerns.

Responsibilities

• Provide leadership and direction to the Customer Service team.
• Develop and implement strategies to improve customer satisfaction and operational efficiency.
• Monitor team performance, productivity, and adherence to schedules, ensuring timely arrivals, breaks, and departures.
• Oversee training and development of team members, ensuring all processes are executed accurately and efficiently.
• Act as a liaison between management and the Customer Service team, ensuring effective communication and support.
• Collaborate with customers, sales, and production to ensure job completion and customer satisfaction.
• Foster excellent relationships between production, sales, and customers through strong organizational habits, good judgment, and excellent communication skills.
• Provide timely resolution of escalated customer complaints, concerns, and inquiries.
• Build and maintain effective relationships and trust with customers by listening to their needs and providing solutions.
• Represent the company in all activities, including reviewing proofs with customers and notifying them of alteration charges.
• Serve as the primary contact and source of information for Sales Reps and Customers.
• Analyze performance metrics and provide feedback to improve procedures and overall customer experience.
• Ensure the highest quality product and service for customers.
  
  

Requirements

• 3-5 years of management experience in a customer-focused environment.
• Bachelor’s degree in business administration, Management, or a related field is preferred.
• Must have call center experience with high volume calling.
• Demonstrate excellent communication skills (written, verbal, and listening).
• Ability to multi-task and perform well in a fast-paced environment (i.e., talk on the phone while navigating on the computer and taking notes).
• Operate with ownership, be a self-starter, and have strong attention to detail.
• Proficiency with Microsoft Outlook and other relevant software.
• Critical thinking and problem-solving skills.
• Ability to adapt to change in accordance with the business needs of the company.
• Flexibility to shift schedule and work overtime as needed by the business unit.
• Proven ability to maintain confidentiality and secure sensitive information.
• Bilingual (Preferred): English and Spanish.
• Effective time management and organizational skills.
• Ability to work independently and manage multiple tasks.
  
  

Physical Demands/Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• This position works in an office environment with low to moderate noise levels.
• Individual sits for long periods of time while operating a keyboard and communicating via telephone.
• May involve standing/walking as needed primarily on a level surface throughout the day.
• May include lifting items up to 15 pounds, on occasion.
  
  

Benefits

• Health insurance
• Paid time off
• Vision insurance
• Health savings account
• Dental insurance
• Life insurance
• Employee assistance program
• Disability insurance
• Paid holidays
  
  

Mr. Greens is proud to be an Equal Opportunity and Affirmative Action employer and considers qualified applicants without regard to race, color, creed, religion, ancestry, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factor under federal, state or local law.