Customer Care Manager needed to join a local company that specializes in the food industry and is one of the most creative companies in flavor development and innovation.
The Customer Care manager will provide leadership and perform a variety of management duties, as well as having direct contact with customers and prospects, in order to establish and maintain positive customer relations.
The Customer Care Manager will focus on all aspects of customer satisfaction and care as well as the supervision of our dedicated Customer Care department.
The Customer Care Manager will serve as the customer advocate, interfaces directly with other departments to monitor activities of customer care responsibilities, while providing the necessary liaison to the customer regarding complaints.
This position is performance to hire and company offers full benefits.
ESSENTIAL JOB FUNCTIONS:
- Coordinate with other departments when their support is required.
- Train, explain tasks, and assist in effective problem resolution across the department.
- Maintain and enforce existing policies and procedures and provide continuous improvements
- Communicate with customers as to status of orders which have been escalated to Customer Care dept., inquires and /or complaints.
- Establish and maintain accurate customer account information within FABS.
- Manage all activities of customer complaints, ensure they are resolved in a timely and professional manner, and properly communicate to the customer.
- Monitor service trends, risk factors, response times, outcomes and action arising from complaints.
- Prepare and present monthly key performance indicators and results to Senior Management.
- Update customers in a timely manner, on price changes and other matters affecting the products they purchase when escalated to Customer Care department.
Communicate with Sales Team and Sales Director on all price changes prior to updating customer.
- For all new customers, develop and distribute the "New Customer Welcome Kit"
- Continuously improve the customer's experience from Prospect to Payment of Order.
Hours: 8:00 am
- 4:30 pm
Location: San Fernando
Pay: $30 hourly but can vary depending on experience
Job Requirements:
- A minimum of five years directly related customer service/customer care and management experience.
- A broad knowledge of beverage industry and company's product and capabilities.
- A working knowledge of interdepartmental functions.
- Computer proficient in Microsoft Office (Word, Excel, and Outlook) and data entry.
- Experience with an integrated software system.
- Exceptional written and verbal communication skills.
High School
5 years
