Customer Service Manager

JOB SUMMARY:

Oversees the daily operations of the Swanson customer service department, leading customer service representatives in successfully achieving company initiatives. The successful candidate in this role will need to clearly and effectively communicate at all levels of the organization, ensuring an exceptional customer experience. From orders to invoices to the daily issues that arise within the department, this position will interface with customers regularly, and act as the liaison between the customer and the company.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:

• Manage daily workflow within the customer service department.
• Create and track customer service goals.
• Receive and implement customer feedback to improve the quality of service.
• Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly, including but not limited to orders, quotes, invoices, billing, payments, pricing, company policy and procedures.
• Receive, review, and process orders.
• Receive customer correspondence and resolve customer complaints.
• Maintain balance between company policy and customer benefit. Partner with Sales, Marketing, Purchasing, and Operations to solve issues in the best interest of both the company and the customer.
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer experience.
• Document customer interactions and transactions. Ensure that all invoices are handled daily for all customer accounts.
• Establish and maintain assigned customer accounts for accurate information.
• Occasional travel to Swanson operations for training and team meetings.
• Compile and generate reports as they relate to customer service.
• Enhance professional growth and development through participation in educational programs, current literature, meetings, and workshops.
• Perform related duties as assigned.
• Maintain compliance with all company policies and procedures.

EDUCATION AND WORK EXPERIENCE REQUIREMENTS:

• Must have a high school diploma.
• Bachelor’s degree in business administration or related field, preferred.
• Must have five (5) years of previous customer service experience.
• Previous customer service manager experience preferred.
• Exceptional computer skills; Microsoft Word, Excel, and Google-based applications.
• Strong decision making and analytical abilities.
• Highly developed sense of integrity and commitment to customer satisfaction.
• Effective written and verbal communication skills.
• Detail oriented with the ability to perform work under minimal supervision.
• Ability to effectively communicate (both written and verbal) with internal and external customers.
• Proven ability to meet deadlines and follow directions.

PHYSICAL REQUIREMENTS:

• Ability to safely and successfully perform the essential job duties consistent with ADA, FMLA, and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA, and other federal, state, and local standards.
• Ability to work safely and adhere to the Swanson Safety System in daily job duties.
• Ability to sit for extended periods of time.
• Must be able to lift and carry up to 30 lbs.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person