Customer Service Manager

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MAC Incorporated

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Customer Service Manager ,
Job Ref:

“Customer Service Manager
nWe are seeking an experienced Customer Service Manager to play a critical support role on our Customer Service Team. This is a newly created role that will direct, manage and coordinates customer service activities and the customer service staff in connection with Company’s products and services. The ideal candidate will have some experience in a produce support role, eager to gain knowledge and expertise in produce markets and possess exceptional customer service skills. This position requires accuracy in a high amount of data entry, excellent communication skills, and the ability to exhibit independence, flexibility, and good judgment to respond to changing priorities. This position will manage the customer service representatives and will include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
nMajor Duties and Responsibilities:
n•Reviews customer requests for services.
n•Works closely with Planning and Production Leads, providing order data for production/bottling/packaging scheduling and material requirements. 
n•Directs staffing, training, and performance evaluations to develop and improve the inside sales function. 
n•Coordinates liaison between sales, and materials, quality and manufacturing management and other personnel. 
n•Analyzes and controls expenditures of the department to conform to budgetary requirements. 
n•Assists other departments within organization and facilitation of teams to support plant operations. 
n•Works closely with QA Team. Understanding various documentation. 
n•Assists Sales in preparing periodic sales report showing sales volume, potential sales, and areas of proposed client base expansion. 
n•Assists Sales and Quality on new product research, customer requirements and market trends.
n•Ensures effective employee relations. Provides employee coaching and development. In coordination with managements makes employment decisions. 
n•Resolves employee issues through problem resolution.
n•Ensures compliance with SOPs and safety policies.
nFood Safety Requirements/Responsibilities:
n•Comply with all Plant, State and Federal OSHA, EPA, FDA, HACCP, and SQF regulations.
n•Conduct all verification activities to assure finished product comply with food safety and quality specifications.
n•Participates in the yearly review of the food safety system.
n•Assist in the maintenance of Food Safety and Quality system.
nOrganizational Relationships:
nPosition reports to Sales Management.  
nDirect reports to this position are:  Customer Service Representative(s).
n•Bachelor’s degree from a 4 year college or university preferred; OR 2 year college degree plus 1-2 years of customer service/office/produce experience; OR equivalent combination of education and experience.
n•Experience in supervising staff preferably in a food manufacturing environment a plus. 
n•Strong computer skills, including database entry and ability to learn new programs. Attention to detail and accuracy.
n•Ability to consistently demonstrate accuracy, thoroughness and d¬ependability in a fast-paced environment
n•Able to present and support effective training programs. 
n•Must be experienced in HACCP system, SQF 2000, Pre-requisite programs and other food safety programs. SQF Practitioner training a plus. 
n•Must be able to manage department activities for planning, budgeting, business requirements, including vendors for supplies and services. 
n•Have effective interpersonal and supervisory skills 
n•Ability to identify and resolve problems independently and with sound judgment
n•Ability to demonstrate initiative, flexibility, enthusiasm and team work
n•Ability to work weekend mornings on a rotating basis, support team members trouble shoot when needed.
n•Excellent verbal and written communication skills, and customer service skills
n•Excellent organizational, time management and problem-solving skills.
n•Self-otivated and goal oriented- Ensure great Customer Service support from ones self and require same from team
n•Must be fluent in reading, writing, and speaking English.
n•Spanish is a plus.
nWork Environment:
nIndoor primarily with some outdoor activity.  Typically, quiet in the office while noisy on the production floor. Working in a fast paced environment.
n ”

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