Customer Service Manager

$85,000 - $95,000/Yr

Citarella

Full-time - Mid Level

Food and Beverage Retailers

About the position

The Customer Service Manager at Citarella is responsible for leading the front-line team in providing exceptional customer service in a gourmet food environment. This role involves managing incoming calls, supporting store team members, and ensuring a high-quality guest experience. The ideal candidate will have a passion for food and a strong commitment to customer satisfaction, while also being able to handle high-pressure situations effectively.

Responsibilities

• Receive, manage, and direct all incoming telephone calls.
• Provide the highest quality guest experience to each caller.
• Support and communicate with Store Team Members and Managers regarding customer orders and inquiries.
• Document all communication between callers and representatives.
• Serve as a resource of product knowledge to customers.
• Conduct weekly one-on-ones and training for new hires and ongoing staff.
• Manage relationships with Tier 1 House Accounts.
• Perform additional duties as required.

Requirements

• 5 years prior experience in a gourmet food customer service environment.
• Prior food-related work experience (restaurants/markets) is a plus.
• Outstanding telephone demeanor and communication skills.
• Ability to manage high call volume orders under pressure in a fast-paced environment.
• Excellent interpersonal skills to interact with customers, associates, and management.
• Ability to manage complaints in a kind manner.
• Proficient in data entry and strong computer skills.
• Excellent organizational skills and ability to multi-task.
• Ability to quickly learn products and processes.
• Ability to work independently and in a team environment.
• Flexible schedule including weekends and holidays.