Consumer Care Manager

Utz Quality Foods - Hanover, PA

Full-time - Mid Level

Hybrid - Hanover, PA

Food Manufacturing

About the position

The Consumer Care Manager at Utz Quality Foods is responsible for overseeing daily operations of the customer service team, setting performance goals, resolving escalated issues, and ensuring staff development through training. This role focuses on developing strategies to consistently exceed customer satisfaction targets and involves analyzing consumer feedback to optimize processes and practices within the company.

Responsibilities

• Achieve customer service team goals by recruiting, training, scheduling, and coaching associates and temporary staff.
• Set clear expectations, monitor performance, and provide feedback through periodic appraisals to ensure alignment with company policies and objectives.
• Provide continuous guidance and support to Customer Care Agents, enhancing their understanding of company policies, products, and consumer management best practices.
• Foster a customer-centric culture within the team by emphasizing responsiveness, attention to detail, and exceptional service delivery.
• Oversee the development, deployment, execution, and ongoing training of customer relationship management (CRM) systems for effective use across the team.
• Analyze key data and communicate insights to cross-functional teams to adapt to evolving consumer demands.

Requirements

• Bachelor's degree in business administration, marketing or related field.
• 5+ years' experience with customer service and management in an inbound call center.
• Proven experience in customer service, preferably in the food sales or consumer goods industry.
• Proficiency in using customer relationship management (CRM) software, preferably Zendesk.
• Knowledge of dot.com, Direct Store Delivery (DSD), Direct to Warehouse (DTW) processes and systems is a plus.
• Highly effective interpersonal and communication skills.
• Excellent problem-solving abilities and attention to detail.
• Demonstrated leadership qualities with the ability to motivate and inspire team members.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.

Benefits

• Medical, dental, and vision plans
• Employer match 401k
• Profit sharing plan
• Employee stock purchase plan
• Supportive, caring, and inclusive environment
• Opportunities for career growth and advancement