Customer Service Manager

  • San Diego, CA, USA
  • Full-time

Company Description

Who We Are...

Based in sunny San Diego, Perfect Snacks is the family-owned company behind Perfect Bar: The Original Refrigerated Protein Bar, and other fresh-snacking product lines that boast whole food-ingredients and clean-food credentials. Since launching in 2005, Perfect Snacks has spearheaded the fresh CPG category with more and more consumers flocking to the fridge for fresh, on-the-go options. With rapid growth over the last few years, Perfect Snacks’ products are now available online and in 20,000 retailers nationwide. As a brand, our success is attributed to the people behind the brand, who share in our family's mission: 'To nourish worldkind with a hug, good vibes and a delicious dose of fresh whole food nutrition. To us, that’s the recipe to make life a little more, well, perfect.'

Job Description

A Bit About the Role...

The Customer Service Manager will provide superior customer satisfaction through continuous improvement of all activities.  This position will require hands-on as wells as supervisory involvement in critical activities such as order processing, shipping logistics, customer support, inventory management, co-packer communication, data analysis, consumer response, and cross-functional communication.  It is understood that this position will play a key role in - and be accountable for - achieving annual company goals as they pertain to sales, margin, and customer service.

Job Duties and Responsibilities...

  • Ensures all customer orders are processed accurately and in a timely manner
  • Work with PS 3PL operations person to coordinate all SOP’s, Orders and KPI’s are being tracked for performance reviews.
  • Provide back up for weekly calls to help host, document and report weekly 3PL conference calls.
  • Work with 3PL to coordinate delivery of orders from PS, Lot Allocation awareness and finished good order preparedness.
  • Maintain effective communication with Sales team to ensure customer issues/challenges are handled in proper manner
  • Supervision of all Customer Service associates
  • Work with accounting to ensure any finance related issues (e.g., order discrepancies, credit holds, pricing, etc.) are addressed and resolved as needed.
  • Achieve overall corporate as well as specific functional goals
  • Identify opportunities to improve procedures and policies, SOP’s that add value to the business
  • Maintain all necessary customer data records both on and off Fishbowl system
  • Ensure all daily, weekly, and monthly reports are run for analysis
  • Train department personnel in roles or responsibilities regarding customer service strategies
  • Participate in Month End Inventory Process, Recall Preparedness, Mock Traceability, Weekly Cycle Counts exercises. 
  • Accepts responsibility for the organizational goals by taking ownership of new and different duties and identifying new opportunities within the Operations department.
     

Working Conditions:

  • Position will be based in San Diego area. Position will require only minimal travel (less than 5%).

Qualifications

Who We Want...

  • Requires a bachelor's degree in Business, Finance, Supply Chain or related discipline with a minimum of 7 years Customer Service experience
  • Credible track record of Customer Service/Consumer Affairs demonstrating ability to improve operations
  • Excellent written and oral communication skills
  • Computer literacy in MS Word, Excel, Outlook, as well as web-based applications
  • Ability to work weekends as needed
  • Ability to be entrepreneurial and methodical
  • Results-oriented and process driven, with high expectations of self and team
  • Collaborative mindset with strength in effectively receiving and communicating feedback

Additional Information

Compensation: DOE
Bonus / Benefits / Vacation / 401k

Got what it takes to join the Perfect Bar family? We want to hear from you! We will only consider candidates who provide a resume.  

www.perfectsnacks.com

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