CORP - Customer Service Manager

Founded more than 80 years ago, OK Foods has grown from a livestock and poultry feed manufacturer to join one of the world’s leading chicken producers, Bachoco.

 

Bachoco USA produces the highest quality chicken products for the U.S. market. Currently, the Bachoco USA family includes more than 4,000 team members who are dedicated to consistently producing high-quality chicken products and nourishing people around the world.

 

Bachoco USA is seeking a Customer Service Manager for our Fort Smith, AR location.

 

Summary: Supervises personnel of the Customer Service department to ensure all orders are entered and processed, customer inquiries and salesmen issues are handled in a timely manner and all areas of the department are functioning smoothly. Works closely with other departments regarding inventories, shipping of orders, product questions and complaints, credit issues, etc. Acts as a strategic partner to the Executive Team.

 

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Gives guidance on resolving issues on past due accounts and unresolved issue on deductions.  
• Works with the management to move aged and excess inventory.
• Manages broker and customer programs.
• Improves customer service experience, creates engaged customers, and facilitates organic growth.
• Takes ownership of customers’ issues and follows problems through to resolution.
• Analyzes statistics and compiles accurate reports.
• Recruits, mentors, and develops customer service representatives.
• Adheres to and manages the approved budget.
• Develops service procedures, policies, and standards; and maintains an orderly workflow according to priorities.
• Works closely with supply chain on availability to promise.
• Works with customer service assistant manager to resolve department issues and personal issues.
• Sales support for RFP’s and vendor setup.
• Works with Margin Manager to administer monthly and quarterly market-based pricing.
• Works with IT department to implement software i.e., EDI, SAP, and changes to SOI.
• Manages house sales accounts as needed.

 

Supervisory Responsibilities: Manages one subordinate supervisor in the Customer Service Department. Is responsible for the overall direction, coordination, and evaluation of this unit. Also directly supervises two non-supervisory employees. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

 

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Education and/or Experience: Bachelor's degree (B. A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

 

Language Skills: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization.

 

Mathematical Skills: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.  Ability to apply concepts of basic algebra and geometry.

 

Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.