Customer Service Manager

About the position

Four Star Seafood is seeking a hands-on Customer Service Manager who is excited to join our quickly growing company, oversee all aspects of the customer service process, drive and support post-sale client engagement, including managing relationships, delivering performance insights, and driving revenue growth through creative and proactive strategies. The primary role of the Customer Service Manager is to lead by example by participating in day-to-day customer service operations with the customer service team and collaborate across internal and external stakeholders. This role will design tools, processes, and ensure a seamless customer experience with order processing and issue resolution. As the team leader, you work alongside the team and handle escalated customer issues, provide guidance and mentoring to team members, and drive continuous improvement in operation efficiency.

Responsibilities

• Work in tandem with the customer service team, receiving, and processing customer requests and concerns, while providing solutions and alternatives within company standards and policies to ensure timely resolution.
• Increase profitability by directly processing and managing all aspects of the customer service process, including incoming/outgoing calls, providing exceptional customer service to internal departments, customers, and restaurants.
• Receive, process, and enter orders into the company ordering system and review and proof all orders for accuracy.
• Assist with order pick-ups for from wholesale and retail clients, print invoices, maintain records, and assist with requests from the Operations Teams.
• Lead training and development of staff to ensure exceptional customer service standards.
• Mentor and lead the customer service team, fostering a culture of teamwork and accountability through leading by example.
• Collaborate with other departments, including purchasing, receiving, sales, and logistics, to ensure inventory accuracy, smooth operations, and effective communication.
• Develop and implement process improvements to enhance efficiency, provide delivery updates to wholesale and retail clients, and maintain the highest levels of customer service.
• Partner with management to monitor production and analyze performance data to identify areas for improvement and support the operations to ensure SOP’s are in alignment with business goals.
• Ensure compliance with safety regulations and company policies, promoting a safe working environment.
• Collaborate on production budgets and controlling costs while meeting company goals and deadlines.
• Participate in product development initiatives, collaborating with management to introduce new products.
• Prepare and present reports on production performance to senior management.

Requirements

• Minimum of 3 – 5 years of hands-on leadership experience, managing teams of at least 5 – 10 people.
• Proven experience in a production management role, preferably in a seafood or meat production environment.
• Highly organized with prior experience working in fast paced, high-volume environment.
• Strong critical thinking skills with ability to pivot through changing business needs.
• Strong leadership and team management skills, with the ability to motivate and develop staff.
• Experience writing and updating standard operating procedures with excellent problem-solving and decision-making abilities.
• Solid understanding of production processes, quality control, and safety regulations.
• Strong communication and interpersonal skills, with advanced ability to gain buy-in, and the ability to collaborate across several departments.
• Proficiency in data analysis and familiarity with inventory management systems.
• Commitment to continuous improvement and operational excellence.
• Self-motivated with high attention to detail and strong organizational skills.
• Proficiency in Microsoft Office Suite products and Google products, especially with excel.
• Proficiency with administrative functions such as general correspondence, maintenance of accurate records, employee files, and inventory reporting.
• Strong ability to identify, multi-task, and prioritize with a highly proactive mindset.
• Ability to learn quickly, adapt, and manage others effectively with a hyper focus on a team-oriented mindset and a positive attitude.
• Trustworthy with strong work ethic and integrity.
• Speak English fluently and coherently. (Bilingual a plus!)
• Availability to work various shifts, including weekends and holidays.

Benefits

• Paid time off
• Medical insurance
• Vision insurance
• Dental insurance
• Fresh seafood products and company merchandise at cost plus 10%