Customer Service Manager

Position Overview

Leads and develops the Customer Service Representative team responsible for product orders, fulfillment, and customer support. Collaborates closely with Sales, Planning, and customers to ensure accurate and timely order fulfillment. Ensures full compliance with all safety, food safety, quality, SQF, GMP, and USDA FSIS standards related to product tracking and traceability.

Responsibilities

• Articulates and demonstrates Company Mission, Vision, and Values
• Demonstrates Collaboration with all other functional departments
• Coach Customer Service Team
• Develop and implement policies and procedures in the Customer Service Department
• Report and analyze department metrics
• Oversee the Customer Service teams customer interactions
• Handle escalated customer issues with professionalism, offer solutions that work within the means of the company and provide resolution for the customer
• Support and participate in the Lean Manufacturing initiatives of the company
• Support and participate in the safety initiatives of the organization
• Comply with all safety rules and regulations per established company policies.
• Comply with SQF requirements.
• Perform all other duties as assigned.

Education

A minimum of an associate’s degree in Customer Service, Supply Chain or related field is required, bachelor’s degree is preferred.  

Experience

A minimum of 5 years’ relevant Customer Service experience is required, preferably in a USDA- regulated food manufacturing environment.  

Skills

Must be self-directed and be able to work independently.  Must have the ability to manage multiple complicated priorities/tasks and work with a high degree of accuracy and attention to detail. Experience with lot tracking and traceability is strongly preferred.   

Other Requirements

Communication Skills                               
Must possess excellent verbal and interpersonal communication skills, with professional telephone and email etiquette.   Must have the ability to read and interpret documents such as safety rules, operating instructions, customer specifications, purchase orders, bill of ladings, and procedure manuals.  Must have the ability to interface effectively with other departments and customers.

Computer Skills
Must have strong computer proficiency with Word, Excel, Outlook, and the Internet.  Previous experience with SAP or related integrated manufacturing software MRP or ERP system is preferred.  

Physical Demands 
While performing the duties of this job, the partner is frequently required to sit for extended periods; walk; sit and talk or hear. The partner is required to use hands to finger, handle, or feel and reach with hands and arms, with repetitive motions of hands, arms and shoulders.  Specific vision abilities required by this job include close vision, color vision and depth perception.  

Work Environment 
The Customer Service Manager primarily works in an office setting but may occasionally be required to enter warehouse or production areas. These areas can vary significantly in temperature and may include cold environments, wet or slippery surfaces, and consistently loud noise levels. All employees are required to follow established safety protocols, including wearing frocks, hearing protection, slip resistant footwear, and hairnets while on the production floor, in the Finished Goods cooler, and in warehouse areas.

Benefits and Compensation

Full-time Partners at Salm have access to a wide range of benefits designed to support their well-being and future. This includes a 401(k) with a company match, health, dental, and vision coverage, as well as an optional Health Savings Account (HSA). Salm also provides company-paid short-term disability and life insurance policies. Full-time Partners enjoy paid time off (PTO) and the opportunity to grow within a values-driven and team-focused environment. Exact compensation may vary based on skills, experience, and position.