Job Details
** Customer Service Manager**
**Job Category****:** Sales **Requisition Number****:** CUSTO001462 Showing 1 location **Job Details**
**Description**
**JOB PURPOSE:**
The Customer Service Manager will plan, direct, & coordinate customer facing interactions with Alphia. The scope includes responsibility for customer service over both Co-Manufacturing & Private Brands customers, eventually including Ingredient customers. Manage a customer service team with the focus of servicing our customers & developing strong customer relationships to support joint business activities.
**DESCRIPTION OF ESSENTIAL DUTIES:**
* Direct and coordinate a customer service team that will manage day to day activities involving customer service support of Alphia manufactured product.
* Manage and direct a staff (3+ people) and assign / delegate duties accordingly. Develop direct line of accountability for staff to key tasks & customer service experience.
* Develop clear lines of routine customer communications by utilizing operational records and reports. Develop processes & procedures designed to inform the customer & improve communication. Leadership in developing eventual automation of reporting to customers to ensure on time delivery of operational updates.
* Oversee customer service department activities, including but not limited to customer visits, customer delight/engagement activities & trade shows where applicable.
* Work with sales personnel to coordinate account requirements, maintenance & updates as to daily running of the business. Integral team member for onboarding new customers/diet to ensure smooth process flow internally.
* Troubleshoot common issues between customers & Alphia by working cross functionally to drive towards solutions and greater results for both parties.
* Develop customer complaint matrix, evaluate & report to supervisor on a routine basis to ensure continuous improvement of customer service organization.
* Ensure that various departments within Alphia are apprised of new and/or revised customer product specifications & operational requirements.
* Travel to trade shows, customer locations, etc. to maintain positive working relationships between the Company and customer partners.
* Work with confidential and propriety information. Ensure confidentiality is maintained.
* Other duties as assigned.
**QUALIFICATION REQUIREMENTS:** (To perform this job successfully, and individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required).
* Education level: high school diploma and/or GED required. Bachelors degree required.
* Experience: Three to five years customer service, prior supervisory experience of 3 years or more. Ideal if cross functional leadership included in experience.
* Develop and maintain interpersonal relationships, think creatively, manage risk, and the curiosity for continued growth in industry and within the profession.
* Proficient in MS Office software, especially Excel, Word, and PowerPoint.
* Willing to work in a team environment and contribute to group goals.
* Excellent communication skills. Must demonstrate effective oral and written communication skills and the ability to work cooperatively with staff inside and outside the department.
* Ability to receive and provide instructions in a positive manner.
* Basic math skills to include ratios, percentages, addition, subtraction, etc.
* Demonstrated ability to handle multiple projects and details simultaneously.
* Ability to travel to trade shows and customer meetings frequently.
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