Customer Service Manager

Job Title: Customer Service Manager
Location:  GCC
Manager: Director of Sales and CS

Job Summary:

A critical role in maintaining strong customer relationships and ensuring smooth operations between the company and its clients. This role combines customer service, administrative support, and coordination to deliver excellent service to our customers while maintaining efficient business operations.

Key Responsibilities:

Operations Management:

• Respond promptly to customer inquiries via phone, email, or live chat regarding our products, orders, availability, and delivery schedules.
• Handle customer complaints or issues, offering solutions, and escalating matters to management when necessary.
• Provide product information, including nutritional details, availability, processing options, and delivery terms.
• Assist customers in placing orders for poultry products, ensuring correct specifications (e.g., cuts, packaging, weight).
• Track and follow up on customer orders, providing updates on order status, shipping, and delivery.
• Maintain positive and professional relationships with customers, ensuring satisfaction and fostering long-term loyalty.
• Process orders from customers, including sales orders, returns, and exchanges, ensuring accuracy and timely fulfillment.
• Monitor customer service metrics and compile reports on customer feedback, order fulfillment, and issue resolution.
• Coordinate with the production, sales, and logistics teams to ensure smooth order processing and timely deliveries
• Enter and update customer orders, returns, and inquiries into internal systems.
• Ensure all documentation related to customer transactions, product specs, and shipments is accurate and up to date.

Quality & Food Safety Compliance:

• Work with the quality control team to address customer concerns related to product quality and ensure that issues are resolved in accordance with company standards and food safety regulations.
• Ensure customer service practices follow health and safety guidelines, especially in relation to poultry handling, packaging, and transport 

Qualifications:

Education & Experience:

• Education: Bachelor’s degree in Business Administration, Food Science, Marketing, or a related field. Relevant certifications in customer service management or food safety are a plus.
• Experience: Minimum of 3-5 years of experience in a customer service leadership role, with at least 2 years in the food industry or poultry sector.
• Strong written and verbal communication skills.
• Proficiency in office software (Microsoft Office Suite, Google Workspace, CRM systems).
• Excellent organizational skills and attention to detail.
• Ability to handle multiple tasks and work in a fast-paced environment.
• Strong problem-solving and interpersonal skills.

Skills & Competencies:

• Ability to lead, motivate, and manage a team of customer service representatives, setting clear goals and providing guidance to ensure high performance.
• Experience in coaching and mentoring team members, providing regular feedback, and identifying opportunities for skill development to improve customer service standards.

Physical Requirements:

• Ability to manage a combination of desk-based work and occasional walking or standing during visits to production areas or customer site visits.
• Physical stamina to manage the demands of high-paced seasons in the poultry industry, especially when overseeing large teams or handling multiple customer service issues during peak periods (holidays, promotions, etc.).
•  

Work Environment:

This position is based in a fully operational poultry processing plant, with typical conditions including exposure to temperature-controlled environments, operational noise, and potential allergens. The manager will work both in an office setting for administrative tasks and on the production floor for operational oversight.

*Other responsibilities and tasks may be added or removed based on the evolving needs of the role.