Customer Service Manager Job at Gold Creek Foods in Caryville

2 days ago Be among the first 25 applicants

Reports to: Sr. Director of Category Management and Sales

Job Summary

The Customer Service Manager plays a key role in maintaining strong customer relationships and ensuring smooth coordination between the company and its clients. This position oversees daily customer service operations, provides administrative and logistical support, and partners with internal teams to deliver accurate, timely, and professional service that strengthens customer satisfaction and loyalty.

Key Responsibilities

• Operations Management:
  
  
  
  • Respond promptly to customer inquiries via phone, email, or live chat about products, order status, availability, and delivery schedules.
  
  
  • Handle customer complaints or concerns with professionalism; identify solutions and elevate complex issues as needed.
  
  
  • Provide detailed product information, including nutritional details, availability, processing options, and delivery terms.
  
  
  • Assist customers in placing orders for poultry products, ensuring correct specifications (e.g., cuts, packaging, weight).
  
  
  • Track and communicate order status updates, delivery timelines, and logistics details.
  
  
  • Maintain positive, professional relationships with customers to promote retention and long-term partnerships.
  
  
  • Process orders from customers, including sales orders, returns, and exchanges, ensuring accuracy and timely fulfillment.
  
  
  • Monitor key customer service metrics and generate reports on performance, customer feedback, and order fulfillment accuracy.
  
  
  • Collaborate with production, logistics, and sales teams to ensure smooth order flow and on-time delivery.
  
  
  • Enter and update customer orders, returns, and inquiries into internal systems.
  
  
  • Maintain accurate, up-to-date documentation on all customer transactions, product specifications, and shipments.
  
  
  
  


• Quality & Food Safety Compliance:
  
  
  
  • Partner with the Quality Control team to address and resolve product-related customer concerns in line with company and regulatory standards.
  
  
  • Ensure customer service practices follow health and safety guidelines, especially in relation to poultry handling, packaging, and transport.
  
  
  • Support continuous improvement by identifying recurring service or quality issues and proposing process enhancements.
  
  
  
  


• Leadership & Team Development:
  
  
  
  • Lead, coach, and develop a team of customer service representatives to ensure consistent, high-quality performance.
  
  
  • Set clear performance goals, conduct regular feedback sessions, and identify training or development opportunities.
  
  
  • Foster a collaborative and customer-focused culture that aligns with company values and business goals.
  
  
  
  

Qualifications

• Education & Experience:




• Bachelor’s degree in Business Administration, Food Science, Marketing, or a related field (required). Relevant certifications in customer service management or food safety are a plus.


• 3–5 years of customer service leadership experience; at least 2 years in the food, poultry, or manufacturing industry preferred.


• Proven success managing customer relationships in a fast-paced, high-volume environment.


• Strong communication and problem-solving skills.


• Excellent attention to detail and organizational abilities.


• Ability to manage multiple priorities under tight deadlines.


• Proficient in Microsoft Office Suite, Google Workspace, and CRM/order management systems.


• Demonstrated ability to motivate and develop high-performing teams.


• Customer-focused mindset with strong collaboration skills across departments.

Physical Requirements

• Primarily office-based with occasional walking or standing during production area visits or customer site tours.


• Ability to manage workload during high-volume periods (e.g., holidays, promotions).


• Occasional travel may be required to customer locations or company facilities.

Seniority level

Mid-Senior level

Employment type

Full-time

Industries

Food and Beverage Manufacturing

Gold Creek Foods is an Equal Opportunity Employer. We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable law. If you need assistance or an accommodation to apply for a position, please contact Human Resources at 678-928-6970.