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Manager, Customer Service

Norwood, MA

We are a growing, entrepreneurial-spirited organization seeking to add to our diverse team of committed and innovative professionals. Our work environment is fast paced yet informal; we work hard yet have fun together. If you are smart, motivated and looking for a new challenge, consider joining Home Market Foods!

Essential Duties and Responsibilities 

  • Manage a team of customer service representatives to interact with external customers, sales team members, and brokers to ensure efficient, accurate, and on-time order and customer support
  • Interface cross-functionally to implement new product introductions, GTIN changes, and customer programs, as well as to drive process and system improvements
  • Seamlessly integrate acquisition organizations into Home Market Foods business processes
  • Manage customer relations activities, assuring timely response to customer and consumer complaints as well as monthly complaint metric reporting. Work with quality assurance to ensure timely closure and communications on all complaints.  Personally manage escalated and sensitive complaints to assure satisfactory closure
  • Maintain/improve customer satisfaction metrics, including case and order fulfillment measures
  • Serve as cross cross-functional lead to implement upgrades or new functionality associated with the sales order processing module of Home Market Foods ERP system (D365) as well as assure timely and accurate ERP updates to reflect customer specific requirements
  • Serve as Customer Contact Coordinator in the event of a product quality withdrawal or recall
  • Implement new systems/databases to include the management of customer/broker contacts and entitlements and consumer/customer complaints
  • Develop and maintain comprehensive sales and order reporting using D365 and Power BI, delivering cross functionally to support strategic decision making and operational efficiency
  • Collaborate cross functionally with supply chain to build and manage inventory strategies that align with customer demand with data driven recommendations
  • Manage the credit and rebill process to ensure timely, accurate and efficient resolution of discrepancies, maintaining strong internal controls and supporting customer satisfaction
  • Assure department policies and procedures are documented and updated as needed in a timely fashion
  • Manage the employee order process to ensure timely availability of new items
  • Manage the sample order process and implement sample tracking system
  • Accompany Sales Directors/Managers on sales calls to better understand customer requirements and drive customer focus within the organization
  • Other duties as assigned

Education and/or Experience

  • Bachelor’s Degree
  • Five years of customer service management for a successful customer-oriented organization
  • Industry experience in CPG and manufacturing environment preferred
  • Professional, energetic and self-motivated individual able to quickly attain a strong knowledge of the Company’s products and services and effectively manage a wide variety of situations and people
  • Passionate about customer service and driving customer satisfaction ethic throughout organization
  • Possesses excellent communication and interpersonal skills
  • Experienced in hiring, training, managing and motivating employees
  • Team oriented, well organized and detail oriented
  • Ability to multi-task and work under pressure and tight deadlines

 

Exciting Benefits Await You!

  • Enjoy top-tier Medical, Dental, Vision coverage.
  • Pamper your furry friends with Pet Insurance.
  • Stay fit with our Wellness Plan and Free Gym Access.
  • Boost your skills with Employee Tuition Reimbursement.
  • Unlock endless opportunities with College Scholarship for dependents.
  • Reap the Rewards of Our Bonus Program Available to Our Salary and Hourly Employees.
  • Receive a Generous 401k Company Match.
  • Take advantage of Competitive Paid Time Off.
  • Elevate Your Safety Net with Company-Sponsored Life Insurance Coverage.
  • Receive Relocation Assistance for a Smooth Transition.
  • Earn Rewards through our Employee Bonus Referral Program.
  • Elevate Your Workplace Experience with Community Impact Opportunities.
  • Celebrate Together with Employee Appreciation BBQs, Happy Hours, Birthdays, & More!

 Opportunity Calls! Unsure if you meet all requirements? Don't hesitate, apply!

Our recruitment process is prompt and transparent. Your resume will receive swift attention from our talent professionals. If chosen, you'll undergo a recruiter phone screen, followed by interviews with key team members. We value your potential.

At Home Market Foods, we champion equal opportunities for all, prohibiting discrimination based on race, religion, gender, and more. Our commitment extends across all aspects of employment, ensuring a fair and inclusive workplace. 

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