Customer Care Manager
Shamrock Foods Company

Job Info

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The Customer Care Manager leads the Customer Care department while directing and executing on strategic initiatives. They engage and coach their team and partner with cross-functional departments to ensure internal and external customer needs are met. They are an expert in problem resolution and a leader in organizational change.Â

Essential Duties:Â

• Lead and direct the Customer Care department
• Coach and motivate a team of supervisors and specialists to achieve service level goals while fostering a customer centric experience for our customers.
• Build cross-functional relationships and partner with cross-functional departments to ensure alignment across the organization and deliver results
• Analyze departmental data and create action plans to improve productivity, efficiency, and customer satisfaction.
• Evaluate departmental processes and procedures to identify new opportunities to improve efficiency and effectiveness of workflow and associates.
• Create efficient and flexible systems to meet customer needs and align with business goals and objectives
• Serve as a subject matter expert when coordinating process improvement with other departments, associates within departments and/or branches while inspiring collaboration and solution driven results of best practices.
• Review and/or address escalated customer requests or complaints to ensure customer’s needs are met and relationships preserved with both internal/external customers.
• Other duties as assigned.

Qualifications:

• Bachelor's degree and 3+ years of prior customer service experience, or equivalent combination of education and experience.
• 2+ years prior management experience in a customer service or contact center environment.
• Demonstrated ability to grasp technical and complex processes and clearly explain these to team and internal and external customers.
• Effective problem-solving, including identification of problems, data collection, drawing conclusions and conflict resolution.
• Excellent interpersonal Communication skills; collaborative mindset.
• Strong verbal and non-verbal communication skills
• Proficient in Microsoft Office suite; Word, Excel, and Outlook.
• Salesforce.com or Customer Relationship Management (CRM) software experience preferred.
• Experience with contact center technology preferred
• Must be flexible and willing to work the demands of the department which are subject to weekends, and holidays.

Corporate Summary:Â

At Shamrock Foods Company, people come first â€" our associates, our customers, and the families we serve across the nation. A privately-held, family-owned and -operated Forbes 500 company, Shamrock is an innovator in the food industry and has been since being founded in Arizona in 1922.Â

Our Mission: At Shamrock Foods Company, we live by our founding family’s motto to treat associates like family and customers like friends.Â

Why work for us?Â

Benefits are a major part of your overall compensation, and we believe offering them at an affordable cost is not only the right thing to do, but it helps keep you and your family healthy. That’s why Shamrock Foods pays for the majority of your health insurance, allowing you to take home more of your paycheck. And it doesn’t stop there - our associates also enjoy additional benefits such as 401(k) Savings Plan, Profit Sharing, Paid Time Off, as well as our incredible growth opportunities, continued education, wellness programs, and much more!Â

Equal Opportunity EmployerÂ

At Shamrock Foods Co all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, veteran status, sexual orientation, gender identity or any other basis protected by applicable law.Â

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