Title: Client Services Assistant Manager

Reports to: Director of Client Services

Location: Delray Beach, FL

Schedule: Full-Time | Onsite | Exempt

COMPANY SUMMARY

Pero Family Farms is a market share leader with over a century of dedication, commitment, and integrity. Operating since 1908, Pero is the farm trusted by retailers and consumers alike. We are a fully integrated farming operation, with departments that specialize in organic farming, logistics, global supply chain management, national sales operations, food processing operations, and strategic marketing functions. Our operation includes over 35,000 acres spanning across the East Coast of the United States from Florida to New York, with distribution and production facilities in several different states. We pride ourselves in maintaining a strong family heritage and tradition that has been dedicated to quality, innovation, and excellent customer service that has been feeding America’s families for over a century. Our family’s passion for farming remains unwavering, with a vision to continue the tradition for many generations to come, whilst maintaining the reverence and trust it has established with the American consumer. As we expand our offering to include an assortment of organic vegetable options; we have become one of the largest organic vegetable growers in the country and we are looking to grow our workforce family. Join us in continuing and strengthening our position as a market share leader dedicated and trusted by retailers and consumers alike.

POSITION SUMMARY

The Client Services Assistant Manager is responsible and accountable for the necessary functions requested to provide support to the Client Services team. This shall include achievement of the full spectrum of customer service and account management duties delegated by potential customers, as directed by the Client Services Manager, Director of Client Services, Executive VP of Sales, and Chief Sales Officer. You will assist with duties including data entry and coordinating necessary communication to assure all orders are followed through from placement of order, shipment, trouble shooting, and invoicing. You will also shadow and assist the Client Services Manager to learn all aspects of managing the day-to-day business as well as preparing for future business. Interaction is needed with diverse departments within the Pero organization and customers, while learning the proper channels to communicate needs of the sales team is important to understand and practice.

PRIMARY RESPONSIBILITIES

• Client Relationship Management
• Build and maintain strong, long-term relationships with key clients.
• Serve as a point of contact for client inquiries, concerns, and escalations.
• Conduct regular check-ins with clients to assess satisfaction levels and identify areas for improvement.
• Lead the charge in transforming traditional client interactions into creative initiatives to engage clients at every touchpoint, from onboarding to ongoing support. 
• Team Leadership and Development
• Supervise and mentor a team of client services coordinators, providing guidance and support as needed.
• Assist and train other support service staff and sales representatives to ensure all sales processes are complete and customers’ needs are met.
• Cross train to be responsible for other Client Service Assistant Manager’s roles during absences, illnesses, vacations, etc.
• Shadow CSM in the following areas of the business – Contracts, Ads, or promotions for current/new accounts (final approval from Director, Executive VP of Sales, CSO).
• Strategic Planning and Analysis
• Analyze client data, market trends, and industry insights to identify opportunities for growth and optimization.
• Develop strategic initiatives to enhance client satisfaction, retention, and profitability.
• Collaborate with senior management to develop and implement client services strategies aligned with business objectives.
• Champion a culture of continuous improvement within the client services team through encouraging feedback, conduct regular performance assessments, and implement actionable insights to enhance efficiency and effectiveness. 
• Have a basic knowledge of how to manage pricing and margins.
• Communication and Coordination
• Communicate internally and externally using appropriate methods to facilitate the development of profitable business and sustainable relationships.
• Additional Administrative Tasks
• Assist in trouble reports and placement of rejected products.
• Act as liaison to Directors, Managers, and Coordinators during company trips, customer visits, meetings, vacations, etc.
• Responsible and accountable for the profitability of the customers’ sales.
• Compile lists of prospective customers and commodities for use as sales leads.
• Solicit new business to both existing customer and prospects.
• Explain the details of all Pero services to prospective customers.
• Respond to and follow up on sales inquiries using appropriate methods.
• Assist with additional tasks and/or projects as asked.

EDUCATION AND EXPERIENCE

• Bachelor's degree in business administration, supply chain management, or a related field.
• 3-5 years of proven experience in client services, customer relations, or account management, preferably in the food manufacturing industry.
• Certified Customer Service Professional (CCSP) or Certified Manager (CM) not required but preferred.
• Previous experience in a leadership or supervisory role preferred.
• Innovative mindset to explore unconventional solutions while balancing boundaries of traditional client services. 
• Strong communication (written and verbal) and interpersonal skills, with the ability to build rapport and collaborate with internal teams.
• Excellent organizational and multitasking abilities, with a keen attention to detail.
• Proficiency in project management tools and CRM software, as well as Microsoft Office suite.
• Analytical mindset with the ability to interpret data and make data-driven decisions.
• Customer-focused attitude with a commitment to delivering exceptional service.
• Knowledge of food industry regulations and quality standards is a plus.

COMPANY BENEFITS/PERKS

• 401(k)
• Health, Dental, Vision Insurance and more
• Paid Time Off (PTO)

The company (Pero) reserves the right to alter, amend, expand or contract these duties and responsibilities as the companies needs evolve.