Customer Activation Manager

Utz Quality Foods - Hanover, PA

Full-time - Mid Level

Hybrid - Hanover, PA

Food Manufacturing

About the position

The Customer Activation Manager at Utz Quality Foods is responsible for overseeing daily operations, setting performance goals, and ensuring staff growth through training. This role involves developing strategies to meet customer and consumer requirements, analyzing customer feedback, and sharing insights with cross-functional teams to optimize processes and enhance the company's portfolio. The position plays a crucial role in achieving company objectives by providing exceptional service and support to both internal and external customers, ultimately improving customer and consumer experiences.

Responsibilities

• Achieve customer service team goals by recruiting, training, scheduling, and coaching associates and temporary staff.
• Set clear expectations, monitor performance, and provide associate feedback through periodic appraisals.
• Provide continuous guidance and support to Customer Activation Agents, enhancing their understanding of company policies and consumer management best practices.
• Foster a customer-centric culture within the team by emphasizing responsiveness and attention to detail.
• Collaborate across departments to plan, execute, and monitor key initiatives, including social media escalation management and corporate gift development.
• Oversee the development, deployment, execution, and ongoing training of customer relationship management (CRM) systems.
• 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