CUSTOMER SERVICE MANAGER - Nelson Connects : Job Details

Customer Service Manager Location: South San Francisco Hours: Monday through Friday, 7:00 AM - 3:30 PM Salary Range: $73,000 - $80,000 Summary: The Produce/Dairy Food Distribution Customer Service Manager will oversee the customer service department, developing policies, setting performance goals, and managing resources to meet objectives. The role involves ensuring high levels of customer satisfaction, training the team, and resolving customer issues efficiently. BILINGUAL IN SPANISH/ENGLISH IS A PLUS What you will be doing: You will have experience with Produce and Dairy products and be able to provide customer service leadership to a team of five (5) Customer Service Representatives in working with restaurants, hotels, chefs, grocery stores - all potential customers - new and existing - on their requests. Team Leadership: Oversee and manage the customer service team, providing training and support. Employee Onboarding: Train and onboard new customer service representatives. Performance Goals: Set customer satisfaction targets and collaborate with the team to consistently meet these goals. Customer Loyalty Programs: Develop programs to improve client retention and increase revenue. Policy Development: Establish and maintain customer service policies and procedures. Order Management: Input customer orders from faxes, phone calls, and emails, and reach out to customers with missing orders. Issue Resolution: Collaborate with the Warehouse, Operations, and Finance teams to resolve delivery, inventory, and billing issues. Customer Support: Handle customer inquiries, process account verifications, credits, and send monthly statements and invoices. Product Knowledge: Stay knowledgeable about the company's products and services to provide top-tier customer service. What you bring: Professionalism: Dependable, trustworthy, with a strong sense of urgency and attention to detail. Initiative: A self-starter with a strong work ethic. Customer Service Skills: Proven experience in delivering exceptional customer service. Team-Oriented: Positive attitude and a team player. Time Management: Excellent ability to manage time and multitask in a busy environment. Technical Skills: Proficient in MS Word, Excel, email, and internet usage. Communication Skills: Excellent verbal and written communication skills, with the ability to articulate clearly in English.