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A growing food manufacturing company in Bensenville is seeking an experienced Customer Service Manager to lead the team of Customer Service Representatives. The Customer Service Manager is responsible for overseeing all aspects of the customer service operations in a food manufacturing environment. This role ensures customer satisfaction through efficient order processing, complaint resolution, and collaboration with production, logistics, and quality assurance teams. The Customer Service Manager acts as the key point of contact between the company and its customers.
Essential Duties and Responsibilities
- Manages four Customer Service Representatives.
- Monitors and maintains workflow for approximately 7,500 orders processed annually.
- Assigns and checks work within the department.
- Investigates unusual issues or errors and takes corrective action.
- Evaluates individual performance of employees in the department.
- Participates in establishing training programs.
- Ensure order processing instructions and customer requirements are current.
- Manages export order process documentation and sugar rebate process.
- Coordinates production planning with the plant and shipping process with the warehouse.
- Addresses customer complaints and manages responses.
- Coordinates customer document requests and oversees customer portal document management.
- Organizes and maintains efficient workflow scheduling.
- Provides quality services to customers and fulfills backup duties for the sales team.
Qualifications Education
- College degree required
- 10+ years of customer service management experience in a food manufacturing company is required.
- Proficient in Microsoft Word, Excel, and order-processing systems.
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