Manager, Customer Service

Who is Mother Parkers? 

We are one of the largest tea and coffee manufacturers in North America, with a mission to create a better beverage experience for our customers. As a leading customer solutions provider to some of North America’s largest retailers and foodservice chains, we use state-of-the-art technology and new product innovation to help our customers grow their business and deliver superior products to their clientele. Our team of coffee and tea experts are deeply passionate about what we do, proud of our 100+ years of business success, and excited about building a future with endless possibilities. Come join our team and work among the best, collaborate with high performers, and contribute to challenging work every day!

The Role:

The Customer Service Manager leads the execution of order management and customer service operations, ensuring consistent and high-quality experience for our customers. This hands-on leadership role oversees and develops the Customer Service team, drives process improvements and best practices, and partners cross-functionally to improve service delivery, operational efficiency, and overall customer satisfaction.

What you get to do:

• Lead, manage and develop all members of the Customer Service team with a “customer” first mindset while ensuring that established processes are followed. 
• Manage all aspects of order management in Microsoft D365.
• Create and maintain a unified Customer Service Team through effective communication and team building.
• Supports and manages the implementation of continuous improvement initiatives, automation and reporting that improves all aspects of the CSA (Customer Service Associate) role. 
• Proactively identifies areas of opportunity in collaboration with key stakeholders (customer ordering trends to develop and implement changes to improve service to the customer, fill rate, production efficiency, and reduce potential customer deductions).
• Management of all department and Customer SOP’s, including continuous improvement opportunities and provision of training where required.
• Identify customer order management needs. Seek out, acquire and analyze all relevant information reaching logical solutions to potential problem areas to achieve resolution and customer satisfaction.
• Communicate as the voice of the Customer Service team on conditions, operational failures and/or policies affecting customer service procedures and performance with alternative solutions.
• Handle escalated customer inquiries and complaints.
• Resolution of customer claims, inquiries and complaints in accordance with company policy and procedure while maintaining positive customer relations.
• Owns the deduction process, reporting and Approval of returns (RMAs) within approval levels. 
• Monitor, evaluate and assign work to customer service associates on a routine basis, and conduct all performance management activities for the team. 
• When required, perform order management duties and responsibilities.
• Plays an active role in critical cross-functional projects to support the business and provide customer service expertise.
• Deals well with ambiguity and works closely with team members to deliver against customer requirements. 

What you bring to the role:

• 3-5 years of direct experience in Customer Service, including a portion at a supervisory or management level
• Experience in order management best practices
• Understanding of CPG manufacturing requirements and discipline
• Innovative thinker with issue-framing and analytical problem-solving skills
• Strong people management skills, ability to communicate effectively with a wide audience, and motivate direct reports to accomplish Company goals.
• Self-started with initiative to complete assignments and meet tight deadlines.
• Ability to deploy resources effectively.
• Sound demonstrated organizational and administrative skills
• Strong understanding of Microsoft D365 ERP modules, PowerBI and proficiency in current software packages, Microsoft Suite

What we offer you:

• Competitive Total Rewards package – health benefits coverage on day 1, employer matched retirement savings plans, optional Health or Wellness Spending Accounts.
• Employee discount program on our coffee and tea products.
• Annual Safety Shoes Program – your safety is our #1 priority.
• Tuition Assistance Program – we value continuous learning and self-development.
• The hiring range for this role is $110,000 - $120,000 annually. 

This posting is for an existing/new vacancy.

We use AI enabled tools to support parts of our selection process; however, every hiring decision is reviewed and finalized by our people.

While Mother Parkers welcomes all applications, we do not accept unsolicited resumes from employment agencies or search firms. Only those candidates who meet the minimum requirements will be contacted. Mother Parkers is committed to providing accommodation for persons with disabilities. Accommodation is available on request for candidates taking part in all aspects of the selection process.

By providing your information to us, you understand and agree to Mother Parkers Tea & Coffee’s privacy policy:  https://www.mother-parkers.com/privacy-policy/