This job was posted by https://illinoisjoblink.illinois.gov : For more information, please see: https://illinoisjoblink.illinois.gov/jobs/12500360 The Van Drunen Family of Companies is growing!

JOB OVERVIEW:

The Customer Service Manager plays a critical role in sustaining relevance and competitive position in changing markets by maximizing value to customers and influencing processes, and solutions with a critical and innovative approach. This person is a key leader on the Sales team responsible for leading Account Services in providing a customer service experience that consistently exceeds all service levels and customer expectations. The Customer Service Manager will inspire and advocate for world class customer service and continuous improvement within the Account Services team and within the greater Sales Team, while challenging the status quo to promote bold thinking. This is a role for a seasoned professional, who is passionate about service, possessing strong leadership and management skills and the ability to drive change for increased customer satisfaction and operational efficiency.

This Role is a part of the Sales Leadership Team.

DUTIES AND RESPONSIBILITIES:

• Mentor, lead, and manage a team of Account Service Coordinators by providing the following: (1) clear expectations and deliverables (2) investing in ongoing coaching and feedback, and (3) facilitating ongoing development through training, teaching, challenging, and the promotion of Individual Development Plans.
• Develop and maintain Key Performance Indicators (KPIs) of customer service such as customer satisfaction and business retention.
• Develop strategies, policies, and processes that deliver consistent customer satisfaction from onboarding through all phases of the customer lifecycle, promoting retention throughout.
• Collect and analyze data to identify and understand customer needs and challenges and design action plans for support.
• Develop and maintain thorough and ongoing training programs for all Accounts Services Coordinators to support day-to-day activities and deliver consistent performance against KPIs.
• Establish systems of accountability for meeting KPIs that engage the team in continuous improvement.
• Plan, prioritize, and manage workflow to ensure proper functioning of the department.
• Partner with internal and external stakeholders to develop new and innovative ways of creating and maintaining long-term relationships that are grounded in outstanding service.
• Inspire passion for service on the Account Services team, throughout the Sales department, and across the entire organization by collaborating, educating, and championing the outcomes of exceptional service, both internally and externally.

JOB EXPERIENCE

:

• 7+ years of experience in a high-touch customer service environment
• 5+ years of experience managing teams
• Prior experience in food or nutrition industry a plus
• Previous experience in B2B customer support a plus.

KNOWLEDGE & SKILLS:

• Passionate about seizing opportunities to exceed customer expectations and provide world class service.
• Expert understanding of key service delivery differentiators.
• Strong drive for process development, process improvement, and process implementation.
• Proven track record of leading and developing highly efficient and effective teams.
• Comfortable challenging organizational norms and accepted thinking to improve effectiveness.
• Ability to drive change at a strategic level while being equally adept working operationally.
• Strong written/verbal communication and interpersonal skills with the ability to interact with all levels of the organization.
• Must be able to apply practical reasoning and display strong decision-making skills.
• M st have excellent prioritization, time management and problem-solving skills.
• Must have high attention to detail.
• Results-oriented and process driven, with high expectations of self and team.
• Prior experience developing and executing short- and long-term service-focused strategies.
• Ability to influence and drive organizational change
• Demonstrated success in teaching and training others on both technical and conceptual topics.

Computer Skills:

• Proficient in use of Microsoft software programs (i.e., Excel, Word, etc.)
• Familiarity with Deacom ERP a plus

EDUCATION:

Bachelor\'s degree in Business Administration or related Business discipline.

PHYSICAL REQUIREMENTS:

• Sit and use a computer for a long period of time.
• Manual and physical dexterity needed to operate a computer keyboard and handle paper documents.
• Sufficient near vision acuity to read information appearing on computer display screen, hand-written forms, and printed on paper.
• Adequate hearing and verbal abilities to communicate effectively in person and by telephone/video.

The ideal candidate must be able to complete all physical