Reports to VP of Operations

JRW is looking for a fast-paced Customer Support Manager who will lead our efforts to deliver a customer experience that sets the standard for our industry. This role is both strategic and hands-on: the ideal candidate is equally as comfortable shaping long-term vision as they are jumping into the ticketing queue to support daily operations. They will serve as a key escalation point for complex tickets and orders, while also driving initiatives to streamline workflows, elevate team performance, and continuously improve how we support our customers. This role will lead the customer support team to deliver our promise to customers: “We sell and distribute food ingredients, on time, as ordered, hassle free.” This position is responsible for onboarding, training, managing, coaching and mentoring teams to personal and company success. 

• Ensure accurate and timely customer correspondence related to order fulfillment. 
• Ensure that customer orders are delivered on time, as ordered and hassle-free, by developing robust, repeatable processes, procedures and systems to ensure these results.
• Develop full proficiency as the subject matter expert of JRW systems, to include ability to train/coach team members on relevant functionality, as well as seeking and implementing efficiencies and troubleshooting issues for resolution.
• Establish metrics that drive a high-performance environment and the company’s ability to achieve our purpose statement.
• Monitor team adherence to department metrics and coach and train team to standard of excellence.
• Train and lead team members to success, including the development of a comprehensive training/onboarding plan and documented procedures to ensure accuracy and consistency among the team.
• Supervise the daily operations of the customer support department. Participate with all departments on a team approach to customer service.
• Manage team continuous improvement opportunities to include driving system and process improvements.
• Partner with Sales, Procurement, and Warehouse departments to manage customer relationships while seeking to provide exceptional customer experience.
• Facilitate customer communications on important initiatives and changes.
• Drive excellence in customer service by monitoring all survey results, ensuring urgency in team response times to all inquiries, identifying opportunities to upsell, and providing best in class resolution times. 
• Develop and implement strategies useful for improving customer relationships, dedication, and satisfaction. Establish communication channels and mediums through which clients communicate with JRW. 

Role Specific Skills Required

• Self-motivated, positive attitude with strong executional capabilities.
• Extremely detail oriented and ability to maintain effective communication. 
• Excellent time management skills and ability to work in fast-paced environment.
• Comfortable working in sales environment.
• Understands the role of customer service as a revenue enabler and brand ambassador.
• Ability to make good decisions using analysis, customer needs, company intelligence, experience, and judgement under tight deadlines, while keeping company objectives in mind.
• Strong leadership skills including leading projects, patience, compassion, empathy, a passion for customer satisfaction, strong time management skills, and readiness to learn.
• Strong written and verbal communication skills.

Qualifications

• Bachelor’s degree preferred, or any combination of directly relevant training and experience.
• 3+ years’ experience managing a Customer Service and/or Sales team.
• 3+ years’ experience working with Enterprise Resource Planning (ERP) systems, software-as-a-service solutions, and e-commerce.
• Proficient in MS Office (i.e., Word, Excel, Outlook) and data entry systems.
• Warehouse and/or Logistics experience a plus.
• Food and Beverage Ingredients industry experience a plus.
• Have a proven track record of developing and executing customer outreach campaigns (e.g., reorder reminders, product education, seasonal promotions).