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Mount Franklin Foods · 2 weeks ago

Customer Service Junior Manager

El Paso, TX

Full-time

Onsite

Entry, Mid Level

Mount Franklin Foods is seeking a Customer Service Junior Manager to oversee the entire customer service process, ensuring timely and accurate order processing while handling complex customer inquiries. The role includes leading a team of Customer Service Representatives, improving service quality, and collaborating with internal departments to enhance the customer experience.

Food ProcessingManufacturingPackaging Services

Responsibilities

Oversee the end-of-the-end customer service process, ensuring that all orders are processed in a timely and accurate manner, meeting company standards for customer satisfaction and operational efficiency

Act as the primary escalation point for complex customer inquiries, complaints, and service issues, demonstrating expertise in troubleshooting and resolving concerns effectively to maintain strong customer relationships

Collaborate closely with internal departments such as sales, planning, logistics, and warehouse teams to resolve order-related challenges, ensuring seamless communication and the timely resolution of issues

Monitor and continuously improve key performance metrics, including customer satisfaction, response times, first-contact resolution rates, and service quality, to meet or exceed established targets

Supervise and mentor a team of Customer Service Representatives, providing coaching, training, and professional development opportunities to enhance team performance and foster skill growth

Manage team performance by setting clear individual and team goals, tracking progress, and implementing corrective actions as needed to meet productivity and service excellence targets

Oversee daily operations, ensuring time management is optimized and that team members are adhering to attendance policies

Ensure that shifts are adequately staffed, and coverage is provided during peak periods to maintain service levels

Foster a positive, engaging, and collaborative work environment that prioritizes customer satisfaction, operational efficiency, and continuous improvement

Lead regular team meetings to discuss updates, challenges, and best practices, promoting open communication and teamwork

Conduct regular performance evaluations and provide actionable feedback to enhance individual and team capabilities

Recognize achievements and address performance issues promptly

Collaborate with planning, logistics, and other internal teams to ensure smooth order fulfillment and on-time delivery, proactively addressing potential delays and operational hurdles

Monitor inventory levels, analyze customer trends and order patterns, and assist in demand forecasting to ensure stock availability and accurate order fulfillment

Identify inefficiencies in customer service processes, propose and implement improvements to optimize workflow, reduce bottlenecks, and improve overall customer experience

Ensure strict adherence to company policies, industry regulations, and customer service best practices, maintaining high standards of compliance and operational integrity

Generate and analyze reports on order trends, customer feedback, and service performance to provide insights on operational efficiency and areas of improvement

Utilize internal systems to track and manage customer data, ensuring data integrity and proper documentation of service metrics

Regularly report on team performance and service metrics, offering actionable insights to senior management on customer service trends, areas for improvement, and potential solutions

Maintain and track Key Performance Indicators (KPIs) related to team productivity, response times, issue resolution, and customer satisfaction, ensuring that performance targets are consistently met or exceeded

Qualification

Customer service managementOrder fulfillmentPerformance metrics analysisProcess improvementTeam leadershipCoachingData managementCollaborationTime management

Required