Senior Customer Service Manager

About Ornua

Ornua is a dairy co-operative which sells dairy products on behalf of its members, Ireland’s dairy processors and, in turn, Irish dairy farmers.  Founded in 1961, the Ornua Co-operative has become Ireland’s largest exporter of Irish dairy products, exporting to 110 countries worldwide. Headquartered in Dublin, it has annualized sales of over $4.3 billion and a global team of 2,900 employees. Ornua operates from 10 global business units, including 13 production facilities located worldwide.

 

The Ornua family is structured across two divisions: Ornua Foods and Ornua Ingredients. Ornua Foods is responsible for the marketing and sales of Ornua’s consumer brands including Kerrygold, Dubliner, Pilgrims Choice, Forto and BEO. Ornua Ingredients is responsible for the procurement of Irish and non-Irish dairy products and for the sale of ingredients to food manufacturing and foodservice customers around the world.

 

Ornua Ingredients North America is the largest of the four global Ornua Ingredients organizations worldwide, with USA-based processing and innovation that services customers across the western hemisphere.

 

WHY THIS ROLE IS VALUABLE

The Senior Customer Service Manager oversees all aspects of customer service policies, objectives, activities, and initiatives. This role is responsible for the strategic direction of the customer service department and works closely with senior management to align customer service goals with overall business objectives. This role fosters a unified customer service team through effective communication, team building, motivation, and recognition. The Senior Customer Service Manager interacts cross-functionally both internally and with external customers.

 

You will report directly to the Vice President of Supply Chain for Ornua Ingredients North America, headquartered in Hilbert, WI, with manufacturing facilities located in Hillsboro, Hilbert, and Whitehall, WI, as well as Byron, MN.

 

KEY AREAS OF RESPONSIBILITY:

• Draft, implement, and execute policies and procedures to facilitate a quality customer service experience and reflect industry best practices
• Establish performance metrics for customer service representatives
• Establish service level standards focused on reducing response times and providing high customer satisfaction
• Develop and implement methods to record, assess, and analyze customer feedback
• Identify and recommend updates to technology, equipment, and policies that may improve customer service and retention
• Evaluate root cause analysis to eliminate reoccurring customer issues
• Ensure the Customer Service team is adhering to company policies and guidelines.
• Identify and implement process improvements across the Customer Service department as well as other departments when necessary.
• Lead Customer Service improvement projects through effective project management and leadership.
• Handle more complex customer issues as well as escalated customer communications.
• Review and approve credit and debit memos to customer accounts.
• Monitor and review the yearly Customer Service budget.
• Conduct team/department meetings to ensure employees are educated on department issues and aware of the company goals and objectives.
• Support employee performance and development through coaching, mentoring, and conducting performance reviews. Recommend, plan, and/or implement employee training and skill development activities.
• Develop and implement training programs for new hires and experienced employees.
• Make employment decisions and/or recommendations such as hiring, development plans, transfers, promotions, corrective actions, terminations, and pay adjustments.
• Audit, maintain, and ensure employee time-keeping and absentee records.

Key Requirements

Education & Experience

• Bachelor’s degree in business management or minimum of 5 years’ prior customer service management
• High degree of proficiency working with Customer Relationship Management (CRM) tools and software
• High degree of proficiency working in Microsoft office suite

Core Competencies

• Ability to recognize and create customer service concepts and methods.
• Ability to lead and work as