Customer Service Manager

For over 50 years, Home Market Foods has provided superior quality food products -- from our beginnings as a purveyor of fresh meats, to our current position as a major specialty provider of fully cooked and frozen, meals, appetizers, and snacks for both retail and foodservice customers.

We are seeking a Customer Service Manager to define and implement a strategic vision for the customer service organization that will align and support the execution of Home Market Foods growth and overall corporate strategy. This role will identify, plan, direct and integrate customer service, sales support, order entry, and broker support to maximize internal and external customer satisfaction across the retail, convenience store and foodservice channels. Serving as the corporate "ambassador" for customers and the sales organization, this individual will work cross functionally to ensure that all order and informational requirements are implemented seamlessly, accurately and on time. This position will also manage the consumer and customer complaint process to assure timely and quality response. The ability to clearly and concisely communicate with internal and external customers as well as to drive issue resolution is a key success factor.

* Manage a team of customer service representatives to interact with external customers, sales team members and brokers to ensure efficient, accurate and on-time order and customer support * Interface cross functionally to implement new product introductions, GTIN changes and customer programs as well as to drive process and system improvements * Seamlessly integrate acquisition organizations into Home Market Foods business processes * Manage customer relations activities assuring timely response to customer and consumer complaints as well as monthly complaint metric reporting. Work with quality assurance to assure timely closure and communications on all complaints. Personally manage escalated and sensitive complaints to assure satisfactory closure * Manage the Global Data Synchronization Network (GDSN) process for customer-specific new item requirements in the US and Canada. Manage the GDSN vendor relationship * Maintain/improve customer satisfaction metrics including case and order fulfillment measures * Serve as cross functional lead to implement upgrades or new functionality associated with the sales order processing module of Home Market Foods ERP system (Navision) as well as assure timely and accurate ERP updates to reflect customer specific requirements * Serve a Customer Contact Coordinator in the event of a product quality withdrawal or recall * Implement new systems/databases to include the management of customer/broker contacts and entitlements and consumer/customer complaints * Assure department policies and procedures are documented and updated as needed in a timely fashion * Manage the employee order process to ensure timely availability of new items * Manage the sample order process and implement sample tracking system * Accompany Sales Directors/Managers on sales calls to better understand customer requirements and drive customer focus within the organization * Other duties as assigned

* Bachelor's Degree * Five years of customer service management for a successful customer-oriented organization * Industry experience in CPG and manufacturing environment preferable * Professional, energetic and self-motivated individual able to quickly attain a strong knowledge of the Company's products and services and effectively manage a wide variety of situations and people * Passionate about customer service and driving customer satisfaction ethic throughout organization * Possesses excellent communication and interpersonal skills * Experienced in hiring, training, managing and motivating employees * Team oriented, well organized and detail oriented * Ability to multi-task and work under pressure and tight deadlines