Education: Four-Year degree preferred, not required
Experience: Minimum 5 years of customer service and/or sales support experience in a leadership role. Experience in Seasonal food processing, particularly Tomato processing a plus. Ability to handle changing priorities and use good judgment in stressful situations.
Reports to Director of Warehouse Operations and Customer Service
Summary: With general direction from the Customer Service Director, this role supervises customer Service representatives utilizing a hands-on approach to ensure consistent and effective delivery of customer service activities including responding to customer inquiries, problem resolution, and sales support.
Essential Duties and Responsibilities include the following:
Maintaining up-to-date information regarding Company Sales plans and processes to provide a high level of support to our customers, partners and sales team.
Supervise and oversee the work and functions of Customer Service Representatives; including but not limited to, hiring training, and coaching representatives. Additionally, takes corrective action to manage performance as appropriate and ensure accurate processing of employee payroll.
Responds in a professional and courteous manner to escalated customer service concerns.to reach an effective resolution. This may entail coordinating with and working through other departments, including sales, operations, and accounting to resolve issues.
Manages support functions for the Sales Team. Complete and submit sales administration forms/documents/reports to customers. Generate sales presentations as directed by Sales Management.
Provides back-up support to the customer service department during staffing shortages, high volume activity or as needed.
Must be able to meet required deadlines and consistently exceed customer expectations.
Excellent written and oral communication with strong interpersonal and listening skills to effectively respond to and resolve internal and external customer service requests and issues.
Effective leadership skills with demonstrated excellence in motivating, developing and retaining frontline employees in a collaborative environment.
Good organization and time management skills and the ability to set priorities and accomplish objectives to meet deadlines in a fast-paced, highly dynamic environment.