Specialty Foods Group Customer Service Manager Owensboro, KY, USA
Specialty Foods Group LLC a division of Indiana Packers Corporation (IPC) is a fully integrated retail, foodservice and private label producer of fresh and processed meats based in Delphi, Indiana. Since the start of operations in 1991, we have experienced rapid growth from a single pork processing company into a multi-plant diversified producer of fresh and processed meats, with locations throughout America's Heartland and revenues of approximately $1.5B. We are best known for our national brand Kentucky Legend (the best-selling quarter-sliced ham in the United States) as well as a number of well-known regional brands, including Indiana Kitchen, Fischer's, Field, Mickelberry's, Kentuckian Gold, and Scott Pete. We now have processing facilities in Frankfort, Indiana; Holland, Michigan; and Owensboro, Kentucky.
We value diversity, innovation, collaboration and those passionate about their jobs. We support our associates by offering a total rewards package, including competitive pay, three different medical care plans (two with company-funded health savings accounts), pharmacy, dental, and vision plans, a retirement/401K (with 50% match on team members' contributions), a competitive paid time off program, educational assistance, and numerous advancement opportunities. With more than 3,100 team members located across 14 different states, we are a big company with a small company culture.
Our team helps feed the world! Are you ready to step up to the challenge of launching your career with Indiana Packers/Specialty Foods Group LLC?
Role Overview:
Supervise, plan, and direct the daily activities of Specialty Foods Group Customer Service Representatives and monitor and assess their individual performance against key performance indicators, ensuring timely, accurate responses to Account Executives or Sales Managers and customers. Responsible for managing all aspects of the division's Customer Service Representatives' center of excellence supporting Sales, including achieving objectives and the execution of company initiatives that guarantee consistent customer service and satisfaction. Resolve escalated issues with orders, delivery dates, service, and/or any other concerns that may arise.
RESPONSIBILITIES
- Provide day-to-day leadership direction to Customer Support staff including proactive guidance, troubleshooting support, and issue escalation.
- Delegate work and coordinate activities of staff members and teams.
- Process feedback and complaints.
- Drive accurate and timely resolution of Customer Support inquiries and processes related to, but not limited to, order entry, order modification, customer billing and payments, pricing, reporting, and the customer portal.
- Execute daily Customer Support objectives by recruiting, selecting, orienting, training, leading, coaching, developing, and disciplining Customer Support staff.
- Administer scheduling systems and time management processes.
- Organize, monitor, appraise and review job evaluations.
- Enforce policies and procedures.
- Work with donation committee with facilitating approved requests in order entry.
- Monthly formulate Broker commissions. Submitting to Accounting for payment and informing Brokers of expected payments.
- Work with accounting on returning over accrued funds, overpayments, and unused credits.
- High School Diploma with a minimum of 5 years' experience
- Proven experience with successfully completing project, assignments, tasks, business strategies and goals.
QUALIFICATIONS
Education
- High school diploma
- Associate degree in Business or related strongly preferred.
Experience
- 7 + years' progressive experience in a Customer Service Role or Sr Customer Service Role
- Minimum 3 years of Customer Service Management or Supervisory Experience
- Previous experience dealing directly with customers in the food and beverage industry preferred.
Professional Skills
- Excellent and effective interpersonal and communication (oral, written, telephone etiquette and listening) skills.
- Proven ability to set high standards of performance for self and others.
- Ability to initiate actions to improve existing conditions and processes.
- Ability to use appropriate methods to identify opportunities, implement solutions and measure impact.
- Ability to model superior customer focus and empathy.
- Able to use experience and judgment to plan and accomplish goals.
- Plan and carry out assigned projects, resolve problems within established parameters, coordinate work with others and interpret policies on own initiative.
- Supervise your team effectively.
- Research information and analyze data to arrive at valid conclusions for recommending plans of action.
- Prepare reports and present ideas clearly and concisely, both orally and in writing, to all levels of the organization.
- Establish and maintain good working relationships with both internal and external clients.
- Work in a fast-paced, team environment.
- Basic computer proficiency and experience with Microsoft Office Suite (Word, Excel, PowerPoint).
EOE, Including disability and veteran.
