Experienced Customer Service Manager – Sales and Customer Satisfaction

At arenaflex, we deliver the ingredients for a better life through customer-focused innovation. We do this for our supply chain customers and U.S. military commissaries, retail store guests, and, most importantly, our Associates. In fact, we see a day when each will say, “I can’t live without them.” Our arenaflex family of Associates is 20,000 strong, ranging from bakery managers to order selectors; from IT developers to vice presidents of finance; from HR Business Partners to export specialists. Each of them plays an integral role in arenaflex’s People First culture, Operational Excellence, and Insights that Drive Solutions. Ready to contribute to the success of our food solutions company? Apply now!

Location:

1133 Kingwood Avenue - Norfolk, Virginia 23502

Job Description:

Position Summary:

This role is responsible for managing the customer service process and meeting or exceeding the performance measures established for the assigned customer service team. Provide oversight to ensure customer issues are addressed in an accurate and timely manner. Perform root cause analysis on patterns to address and eliminate trend issues.

Key Responsibilities:

* Manage the assigned customer service team; provide oversight to ensure customer issues are addressed in a timely manner.

• Ensure customer service team follows issues through to completion and partners with other departments (i.e., IT, Distribution) as necessary to ensure communication and status updates of issue resolution with customer.
• Delegate, monitor, and coordinate department functions to meet deadlines required by customers and operations; schedule and organize personnel to accommodate anticipated workflow.
• Monitor/document the quality of transactions processed, incoming and outgoing telephone calls, images reviewed, and provide continuous feedback to staff.
• Develop effective working relationships with key customer contacts and maintain customer contact via telephone, e-mail, and written communication to maintain a positive relationship between the Company and the customers.
• Work to understand business conditions, future needs, document findings, and inform sales personnel of potential opportunities.
• Work closely with the National Account or Sales team and communicate information (i.e., orders, pricing issues, late deliveries, etc.) in a timely manner and work with internal departments to resolve any ongoing issues.
• Prepare and distribute reports to customers (i.e., late/missing orders, etc.) and research errors and issues to correct in a timely manner.
• Monitor issues and work with customers to maintain positive customer satisfaction.
• Oversee the maintenance of the customer service tracking database; ensure customer service team documents customer inquiries, requests, and issues in a timely and accurate manner.
• Evaluate the effectiveness of the customer service operation and the efficient utilization of customer service equipment; recommend process adjustments, corrective services, and system enhancements to ensure customer satisfaction meets or exceeds expected service levels.
• Perform root cause analysis on patterns of documented inquiries and issues to address and eliminate trend patterns as applicable.
• Participate in developing new customer service policies and procedures and recommend changes to existing practices as required to improve operations according to performance indicators or to support changing business requirements.
• Communicate, implement, and interpret customer service policies and procedures.
• Maintain severity level definitions and ensure team applies consistent sense of urgency to issues reported.
• Escalate severe issues regarding customer orders or service to management and/or IT Customer Support Center Management as appropriate.
• Work with management to create best solutions for customer.
• Maintain delivery/order schedules and contact information for shipping locations for national accounts as needed.
• Responsible for department management including staffing, training, performance management, and career development of associates, and developing and monitoring department goals.
• Develop and monitor department budget as required.
• Additional responsibilities may be assigned as needed.

Essential Qualifications:

* Associate's Degree (Required) Business Administration or related field or equivalent combination of education and/or experience.

• 5 years' customer service experience, preferably in food distribution industry.
• Two years supervisory experience.
• Excellent verbal and written communication skills.
• Strong ability to listen and elicit information effectively.
• Excellent organization, motivation, leadership, and interpersonal skills.
• Ability to lead, coach, and mentor staff.
• Demonstrated knowledge of customer support activities.
• Proficient with Microsoft Office Excel, Word, and PowerPoint.

Preferred Qualifications:

* Bachelor's Degree in Business Administration or related field.

• 7+ years' customer service experience, preferably in food distribution industry.
• Three years supervisory experience.
• Proven track record of improving customer satisfaction and loyalty.
• Experience with customer relationship management (CRM) software.
• Familiarity with arenaflex's products and services.

Physical Requirements:

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. May be required to lift and/or move 20 pounds. The associate is frequently required to sit/stand/walk. While performing the duties of this position, the associate is subject to a typical office environment and is rarely exposed to outside weather conditions. Temperatures may vary for those subject to any of the following areas: computer/server room, print shop, production area). The noise level in the work environment is usually low to moderate but may be high in distribution settings. Travel requirements vary by assignment.

Work Environment and Company Culture:

As part of our People First culture, arenaflex is proud to offer a robust and competitive Total Rewards benefits package. arenaflex is an Equal Opportunity Employer, including disability and veteran, that celebrates diversity and believes employing a diverse workforce is key to our success. We are committed to providing equal employment opportunities to all individuals.

Career Growth Opportunities and Learning Benefits:

arenaflex offers a range of career growth opportunities and learning benefits to support your professional development. These include:

• Training and development programs to enhance your skills and knowledge.
• Opportunities for advancement and career progression.
• Mentorship and coaching programs to support your growth and development.
• Access to industry-leading tools and technologies.
• Collaborative and supportive work environment.

Compensation, Perks, and Benefits:

arenaflex offers a competitive compensation package, including:

• Salary: $65,000 - $85,000 per year, depending on experience.
• Bonus: Eligible for annual bonus based on performance.
• Benefits: Comprehensive health, dental, and vision insurance.
• Retirement plan: 401(k) matching program.
• Paid time off: 15 days per year, plus holidays and sick leave.
• Professional development opportunities: Training and development programs, mentorship and coaching, and access to industry-leading tools and technologies.

How to Apply:

If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you!

Equal Employment Opportunity:

arenaflex is an Equal Opportunity Employer, including disability and veteran, that celebrates diversity and believes employing a diverse workforce is key to our success. We are committed to providing equal employment opportunities to all individuals.

Note:

arenaflex is not able to sponsor work visas for this position. Apply for this job