Customer Service Manager

Who We Are

At Freshpet, our goal is to change the way people nourish their pets forever. We strive to strengthen the bond between people and our pets so that we both live longer, healthier, and happier lives while being kind to the planet. We believe that if we can create fresh, real foods that pets love and help them live healthier lives, that their pet parents will also enjoy the many benefits of a rich life shared with a pet.

We started off with a mission to change the way pet parents feed dogs and cats, but we also wanted to be a company that had a thoughtful approach to how we operate. We wanted to do things differently, make great products but be gentle to the planet, good to the people who touch our business, and leave a positive impact with everything we do. We work hard every day to ensure that the original vision is met, starting with making the highest quality foods in our kitchens to running our business with integrity, transparency, and social and environmental responsibility. IT’S AMAZING WHAT CAN HAPPEN WHEN YOU START COMPLETELY FRESH!

What You Will Do

The Customer Services Manager reports to the Vice President Logistics & Customer Services and is responsible for the daily operations of the customer service department, motivating the customer service team, and creating customer satisfaction goals. Their duties include communicating customer service objectives to Customer Service Representatives and other department personnel, compiling data to make assessments of their department’s progress, and coordinating with upper management to find ways to enhance their customer service objectives among their employees. They are responsible for ensuring the satisfaction of sales and customers by providing superb customer service. Coordinates between sales and logistics suppliers on daily customer order changes, special orders/program management and is responsible for addressing and resolving them.

How You Will Make an Impact

• Supervising the daily operations of the customer services department and assists Director of Customer Service as needed.
• Audits daily customer ordering for issues and manages price/quantity changes, maintains customer master data, approves deductions, corrects EDI errors, and releases holds.
• Making weekly and monthly reports and surveys. Month end reconciliation with AR
• Answers sales and customers’ questions, resolves problems, and maintains customer satisfaction by providing problem-solving resources
• Works cross functionally to resolve customer order delivery issues with Supply Chain and Sales. Maximizes customer operational performance by providing help desk resources and technical advice
• Improves customer service quality results by conducting surveys and studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results
• Contributes customer service information and recommendations to sales strategic plans and reviews. Regularly participates in sales meetings with customers
• Will lead the sourcing and implementation of new technologies and/or software solutions to advance the capabilities of and services provided by the customer service group
• Accomplishes customer service human resource objectives by recruiting, selecting, training, coaching, and evaluating employees. Crafts team goals & defines team efforts to accomplish
• Updates job knowledge by participating in educational opportunities, maintaining personal networks, and participating in professional organizations
• Additional related responsibilities as necessary

What You Will Bring

• 7-10 years of experience in customer services and/or help desk experience; preferably in food or pet food with good working knowledge of the consumer goods industry
• BS/BA in Customer Service, Sales, Business, or Management; or equivalent experience
• Proficient with MS Office suite, Salesforce, and MS Dynamics 365
• Experience implementing customer service improvement technology and processes
• Strong sense of urgency, extremely high standards of excellence & attention to detail
• Excellent organization, communication, and follow-up skills
• Able to influence others & manage conflict
• Ability to self-direct and take constructive action in ambiguous situations
• Creative thinking skills and excellent problem-solving skills

What We Offer

At Freshpet, we offer a competitive salary and an excellent benefits package, including medical, dental and vision insurance, basic and optional life insurance, short- and long-term disability protection, flexible spending accounts, and a 401(k) plan with company match, paid parental leave, pet insurance, tuition assistance, a generous PTO plan and so much more!

Our Commitment to a Diverse Workforce:

At Freshpet, we embrace and encourage our employees’ differences in age, sex, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique. Freshpet aims to foster, cultivate, and preserve a culture of diversity, equity and inclusion. Our employees are our most valuable assets. The collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities, and talent that our employees invest in their work represents a significant part of not only our culture, but our reputation and company’s achievement as well. Freshpet is an Equal Opportunity Employer.

Disclaimers

We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas.

Freshpet is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at Freshpet via-email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Freshpet. No fee will be paid in the event the candidate is hired by Freshpet as a result of the referral or through other means.