**Manager, Customer Service/Sales – Driving Customer Satisfaction and Operational Excellence at blithequark**

Are you a customer-centric leader with a passion for driving operational excellence? Do you thrive in a fast-paced environment where no two days are the same? If so, we invite you to join our dynamic team at blithequark, a leading food solutions company that delivers the ingredients for a better life through customer-focused innovation. **About blithequark** At blithequark, we're committed to creating a better life for our customers, associates, and communities. Our 20,000-strong team of Associates is dedicated to delivering exceptional customer service, operational excellence, and insights that drive solutions. We're proud to be a People First culture, where every Associate plays an integral role in our success. **Job Summary** We're seeking an experienced Manager, Customer Service/Sales to join our team in Norfolk, Virginia. As a key member of our customer service team, you'll be responsible for managing the customer service process, meeting or exceeding performance measures, and ensuring customer issues are addressed in a timely and accurate manner. If you're a leader with a passion for customer satisfaction and operational excellence, we encourage you to apply. **Key Responsibilities** * Manage the assigned customer service team, providing oversight to ensure customer issues are addressed in a timely manner * Ensure customer service team follows issues through to completion and partners with other departments (i.e., IT, Distribution) as necessary to ensure communication and status updates of issue resolution with customer * Delegate, monitor, and coordinate department functions to meet deadlines required by customers and operations; schedule and organize personnel to accommodate anticipated workflow * Monitor/document the quality of transactions processed, incoming and outgoing telephone calls, images reviewed, and provide continuous feedback to staff * Develop effective working relationships with key customer contacts and maintain customer contact via telephone, e-mail, and written communication to maintain a positive relationship between the Company and the customers * Work to understand business conditions, future needs, document findings, and inform sales personnel of potential opportunities * Work closely with the National Account or Sales team and communicate information (i.e., orders, pricing issues, late deliveries, etc.) in a timely manner and work with internal departments to resolve any ongoing issues * Prepare and distribute reports to customers (i.e., late/missing orders, etc.) and research errors and issues to correct in a timely manner * Monitor issues and work with customers to maintain positive customer satisfaction * Oversee the maintenance of the customer service tracking database; ensure customer service team documents customer inquiries, requests, and issues in a timely and accurate manner * Evaluate the effectiveness of the customer service operation and the efficient utilization of customer service equipment; recommend process adjustments, corrective services, and system enhancements to ensure customer satisfaction meets or exceeds expected service levels * Perform root cause analysis on patterns of documented inquiries and issues to address and eliminate trend patterns as applicable * Participate in developing new customer service policies and procedures and recommend changes to existing practices as required to improve operations according to performance indicators or to support changing business requirements * Communicate, implement, and interpret customer service policies and procedures * Maintain severity level definitions and ensure team applies consistent sense of urgency to issues reported * Escalate severe issues regarding customer orders or service to management and/or IT Customer Support Center Management as appropriate * Work with management to create best solutions for customer * Maintain delivery/order schedules and contact information for shipping locations for national accounts as needed * Responsible for department management, including staffing, training, performance management, and career development of associates, and developing and monitoring department goals * Develop and monitor department budget as required * Additional responsibilities may be assigned as needed **Requirements** * Associate's Degree in Business Administration or related field or equivalent combination of education and/or experience * 5 years' customer service experience, preferably in food distribution industry * Two years supervisory experience * Excellent verbal and written communication skills * Strong ability to listen and elicit information effectively * Excellent organization, motivation, leadership, and interpersonal skills * Ability to lead, coach, and mentor staff * Demonstrated knowledge of customer support activities * Proficient with Microsoft Office Excel, Word, and PowerPoint **Physical Requirements** The physical demands described here are representative of those that must be met by an Associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. May be required to lift and/or move 20 pounds. The Associate is frequently required to sit/stand/walk. While performing the duties of this position, the Associate is subject to a typical office environment and is rarely exposed to outside weather conditions. Temperatures may vary for those subject to any of the following areas: computer/server room, print shop, production area. The noise level in the work environment is usually low to moderate but may be high in distribution settings. Travel requirements vary by assignment. **Total Rewards Benefits Package** As part of our People First culture, blithequark is proud to offer a robust and competitive Total Rewards benefits package. This includes: * Comprehensive health insurance * 401(k) retirement plan with company match * Paid time off and holidays * Professional development opportunities * Recognition and reward programs * And more! **Equal Opportunity Employer** blithequark is an Equal Opportunity Employer, including disability and veteran, that celebrates diversity and believes employing a diverse workforce is key to our success. We are committed to providing equal employment opportunities to all individuals. **Apply Now!** If you're a motivated and customer-focused leader with a passion for operational excellence, we invite you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you! Apply for this job