Customer Service Manager

Rise Baking Company; Tucker (GA); On-site; USD 75,000 - 105,000; Full time

Job summary

Rise Baking Company in Tucker, GA is seeking an experienced Customer Service Leader to oversee the Customer Service team and ensure top-tier order management and issue resolution.

You will develop policies, monitor metrics, mentor supervisors, and collaborate with Sales and Production to improve the overall customer experience. This role focuses on resource allocation, process improvement, and staying current with industry trends.

Qualifications

• Experience leading a customer service team in a fast-paced environment.
• Strong problem-solving and process-improvement skills.
• Ability to analyze customer data and report findings.

Responsibilities

• Manage customer service operations and serve as the point person for issue escalation.
• Oversee the Customer Service team to ensure high-quality service delivery.
• Develop and implement policies and procedures for the team.
• Improve efficiencies by reviewing processes within the department.
• Collaborate with other departments to resolve customer issues.
• Monitor and report on key performance metrics and customer satisfaction.

Job description

Job Purpose
Manage the Customer Service team, ensuring high-quality service delivery through proper resource allocation for the successful execution of customer order management and issue resolution. Develop, implement, and manage customer service policies and procedures that align with the company's goals and enhance the customer experience.

Job Purpose
Manage the Customer Service team, ensuring high-quality service delivery through proper resource allocation for the successful execution of customer order management and issue resolution. Develop, implement, and manage customer service policies and procedures that align with the company's goals and enhance the customer experience.
Essential Functions

• Manage customer service operations, serving as point person for issue escalation
• Oversee and manage the Customer Service team to ensure high-quality service delivery
• Develop and implement customer service policies and procedures, ensuring adherence by the Customer Service team
• Continually review processes to improve overall efficiencies within the department
• Stay up-to-date with industry trends and implement innovative customer service strategies
• Mentor Customer Service Supervisors on best practices and customer service techniques
• Collaborate with other departments to resolve customer issues and improve overall customer experience
• Analyze the root cause of issues impacting customers and implement solutions
• Keep management and sales teams advised of all issues
• Develop, track, analyze, and report on key performance metrics; provide feedback for improvement
• Ensure goals are met in customer service, including survey ratings
• Facilitate requests for technical service, complaints, inquiries, or general communication
• Handle escalated customer inquiries and complaints in a professional and timely manner
• Approve customer returns
• Assist with the sale of aged and excess inventory through bargain basement sales
• Work on a variety of assigned special projects as needed
• Support food safety program, quality standards, and legality of manufactured products
• Perform other job-related duties as assigned

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