Customer Service Manager

Jack Link's Protein Snacks - Underwood, IA

Full-time - Mid Level

Underwood, IA

1,001-5,000 employees

About the position

The Customer Service Manager at Jack Link's Protein Snacks is responsible for leading a team of Customer Service Representatives to ensure efficient order management and exceptional customer service. This role involves developing strategies for service excellence, creating standard operating procedures, and maintaining key performance indicators to drive continuous improvement and cost savings. The manager will also act as a liaison between internal and external customers, facilitating effective communication and problem resolution.

Responsibilities

• Manage a team of Customer Service Representatives executing supply chain initiatives.
• Identify opportunities for policy change, system enhancements, and training protocols.
• Build and maintain key relationships with customers for cost-efficient strategies.
• Lead change management strategies associated with integrations and daily business activities.
• Create and adhere to standard operating procedures and ensure compliance through education and guidance.
• Lead projects that accelerate the growth of the department.
• Stay informed on customer and consumer dynamics to educate leadership on potential impacts.
• Establish and maintain performance metrics including on-time delivery and case fill rates.
• Collaborate with cross-functional teams to improve key performance indicators and reduce costs.
• Diagnose and resolve escalated customer issues.

Requirements

• Bachelor's degree in supply chain, business, or equivalent work experience.
• 5+ years of experience in the Consumer Packaged Goods industry.
• Strong working knowledge of ERP systems, preferably SAP.
• Proficient in Microsoft Office applications (Outlook, Excel, PowerPoint, Word).
• Excellent verbal and written communication skills.
• Strong ethical background with unquestionable integrity.
• Self-driven work ethic with problem-solving abilities.
• Ability to deliver high-quality data analysis from complex datasets.
• Effective listener with patience in all situations.
• Outgoing personality committed to providing excellent customer service.
• Strong organizational skills and attention to detail.

Benefits

• Dental insurance
• Health insurance
• Paid holidays
• Paid time off
• Vision insurance