CUSTOMER SERVICE MANAGER

Atlanta, GA, United States

**Description**

*Position at Empire Packing*

Responsible for all case ready products, related administrative services, and support functions within an assigned customer Area. Directs, and coordinates all area activities including store audits, customer service, warehouse audits, and communication with product managers and customer service. Ensures that all products being produced and shipped to our customers meets specifications. Supports the customer with any store complaints, through root cause and reports Responsible for the tracking of quality and cold chain for assigned sales area.

**1.** **Assumes responsibility for the quality of all incoming products**

a. ensures all product is in spec with Customer and Company standards.

b. Maintains the integrity of all pricing and promotional programs.

c. Keeps informed regarding the areas competitive position and competitors actions.

**2.** **Assumes responsibility for the effective administration of Sales Area functions.**

a. Collaborates with management, warehouse, and related support activities to ensure efficient coordination

b. Supports and manages Sales Area sales plans. Manages and oversees expenses.

c. Keeps Management informed of activities and progress toward established objectives.

d. Establishes effective reporting and communication with customer service, product manager and customer to ensure that they are appropriately informed of expectations, polices, and programs.

e. Completes required reports and related documents promptly and accurately. Ensures the accuracy of all reports and accounting records.

f. Conducts store audits and warehouse audits for assigns accounts identifying areas of improvement.

**3.** **Assumes responsibility for establishing and maintaining good business relations with customers and market managers.**

a. Contacts stores regularly. Maintains professional relations with merchandising staff. Maintains records of all meetings.

b. Responds to customer requests and resolves problems. Follows up on all notices for action and new account opportunities.

c. Ensures that division is informed of Company policies.

d. Ensures that the Companys quality reputation is maintained.

**4.** **Assumes responsibility for division and market analysis for assigned sales area.**

a. Maintains in-depth knowledge of account products and needs.

b. Maintains a current knowledge of industry trends, opportunities, channels, products, and competitors to support the identification of business development opportunities.

c. Assists in the identification and analysis of business issues and opportunities such as shrink and markdown reports.

d. Prepares and delivers period scorecard to internal and external stakeholders

e. Interacts and communicates regularly with merchandising and customer service.

f. Provide ad-hoc support and analysis as needed.

**5.** **Assumes responsibility for establishing and maintaining effective communication, coordination, and working relations with Division, Stores and Company personnel as well as tracking quality for assigned sales area.**

a. Audits stores, DC and obtains and conveys information as needed. Provides pictures and/or document as requested.

b. Answers questions and resolves problems promptly and courteously.

c. Maintains and projects the Company's professional reputation.

d. Assists related departments with research needs.

e. Supports and/or trains area and store personnel as needed.

f. Keeps management informed of area activities and of any significant problems.

g. Attends and participates in meetings as required**.**

**6.** **Assumes responsibility for related duties as required or assigned.**

a. Ensures that all case ready functions are safely conducted.

b. Ensures that work areas and vehicles are clean, secure, and well maintained.

**Qualifications:**

* High School Diploma or equivalent certification

* College degree preferred

* Familiarity with company sales and merchandising standards, policies and procedures, and competitive position.

* Knowledge of the industry and of key accounts

* Ability to speak, read, and write English

* Good verbal and written communication skills

* Bilingual (Spanish) preferred

* Good math skills

* Must be well-organized with good attention to detail

* Strong problem-solving skills

* Excellent Microsoft Office skills

* Display strong work ethic and positive attitude

* Strong interpersonal skills

* Must maintain a helpful and professional attitude and appearance

Ability to apply logic and understanding to carry out detailed, but uninvolved, instructions and to deal with problems involving a few different variables.

The Company is dedicated to ensuring a safe and secure environment for our team members and visitors. To assist in achieving that goal, we conduct a drug, alcohol, and background checks for all new team members post-offer and prior to the start of employment. It is a job expectation that all new employees have, at minimum, the first dose of the COVID-19 vaccine in advance of their first date of employment. If you need assistance in obtaining a vaccine, the Company can help schedule you with one of its healthcare partners following a conditional job offer, if one is made. The Immigration Reform and Control Act requires that verification of employment eligibility be documented for all new employees by the end of the third day of work.

**EOE/Vet/Disabled**

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