Sr Customer Service Manager
John Soules Foods
Date: 3 weeks ago
City: Tyler, TX
Contract type: Full time
Job Title: Senior Customer Service Manager
Location: Tyler, TX (Corporate Headquarters)
Department: Customer Service / Supply Chain
Reports To: Head of Supply Chain
Direct Reports: 6
Travel: None
Normal Work Schedule: The typical working hours are 8:00 am to 5:00 pm.
Overview Of Company
John Soules Foods is a thriving family-owned food company that has made a positive difference for its customers and consumers for nearly 50 years. Our purpose and promise of Great Food, Made Simple drives us. Based in Tyler, Texas, the company is a leading national producer of ready-to-eat and ready-to-cook chicken and beef products and is the number one producer of chicken and beef fajitas in the USA. We proudly serve a broad portfolio of great-tasting, high-quality products sold throughout the US via retail, food service distributors, and restaurants. Our wide array of national customers includes prominent organizations such as Walmart, Costco, Sam’s Club, Sysco, and HEB. The company was established in 1975 by John Soules Sr., and the business is now in the second generation of family leadership. The organization has expanded dramatically over the past decade, and with its continued growth, it now has annual sales of approximately $1 billion. The company employs over 2,000 individuals and has three manufacturing facilities in Gainesville, Georgia; Valley, Alabama; and its headquarters in Tyler, Texas.
Job Summary
The Senior Customer Service Manager is a strategic leader responsible for driving customer service excellence and operational efficiency within the organization. This role oversees the customer service department, develops and implements innovative service strategies, and ensures the highest level of customer satisfaction.
The Senior Customer Service Manager collaborates with senior leadership to align customer service initiatives with business objectives, lead cross-functional projects, and foster a culture of continuous improvement. This position requires a visionary approach to managing customer relationships, resolving complex issues, and enhancing the overall customer experience.
The role is embedded within the Supply Chain department and works closely with team leaders in transportation, inventory, scheduling, planning, and supply operations to ensure seamless coordination and optimal service.
Qualifications
Minimum Qualifications (Required)
NOTE: This description is not intended to be all-inclusive. An employee may perform other related duties to meet the organization's ongoing needs; these duties are considered marginal.
Leadership and Team Management
This job is carried out in a professional office setting and involves using standard office equipment like laptops, desk phones, and smartphones. Regular visits to production facilities may also be required. During those visits, the employee is occasionally exposed to cold and/or humid conditions. The employee occasionally works near moving mechanical parts. The employee is occasionally exposed to fumes or airborne particles, cold temperatures, and electrical shock and vibration risks. The noise level in the work environment is moderate.
Physical Demands
Employees must be able to stand, walk, or sit; use their hands for tasks; reach with their arms; and communicate verbally. Occasional lifting or moving of objects is necessary, along with close, distance, color vision, depth perception, and the ability to adjust focus.
The applicant who fills this position will be eligible for the following:
Applicants with disabilities needing accommodation during the application process can contact Human Resources at the relevant location.
John Soules Foods will not discriminate against applicants who discuss their compensation. We also participate in the E-Verify program where required by law.
Location: Tyler, TX (Corporate Headquarters)
Department: Customer Service / Supply Chain
Reports To: Head of Supply Chain
Direct Reports: 6
Travel: None
Normal Work Schedule: The typical working hours are 8:00 am to 5:00 pm.
Overview Of Company
John Soules Foods is a thriving family-owned food company that has made a positive difference for its customers and consumers for nearly 50 years. Our purpose and promise of Great Food, Made Simple drives us. Based in Tyler, Texas, the company is a leading national producer of ready-to-eat and ready-to-cook chicken and beef products and is the number one producer of chicken and beef fajitas in the USA. We proudly serve a broad portfolio of great-tasting, high-quality products sold throughout the US via retail, food service distributors, and restaurants. Our wide array of national customers includes prominent organizations such as Walmart, Costco, Sam’s Club, Sysco, and HEB. The company was established in 1975 by John Soules Sr., and the business is now in the second generation of family leadership. The organization has expanded dramatically over the past decade, and with its continued growth, it now has annual sales of approximately $1 billion. The company employs over 2,000 individuals and has three manufacturing facilities in Gainesville, Georgia; Valley, Alabama; and its headquarters in Tyler, Texas.
Job Summary
The Senior Customer Service Manager is a strategic leader responsible for driving customer service excellence and operational efficiency within the organization. This role oversees the customer service department, develops and implements innovative service strategies, and ensures the highest level of customer satisfaction.
The Senior Customer Service Manager collaborates with senior leadership to align customer service initiatives with business objectives, lead cross-functional projects, and foster a culture of continuous improvement. This position requires a visionary approach to managing customer relationships, resolving complex issues, and enhancing the overall customer experience.
The role is embedded within the Supply Chain department and works closely with team leaders in transportation, inventory, scheduling, planning, and supply operations to ensure seamless coordination and optimal service.
Qualifications
Minimum Qualifications (Required)
- 8–10 years of experience in customer service or account management, with at least 3 years in a leadership role.
- Strong understanding of customer service principles, order management processes, and supply chain dynamics.
- Proven ability to lead and develop high-performing teams in a proactive, solution-driven environment.
- Excellent communication, interpersonal, and problem-solving skills.
- Proficient in ERP systems, Microsoft Office Suite (Word, Outlook, PowerPoint, Excel), and CRM tools.
- Strong organizational skills, attention to detail, and ability to manage multiple priorities.
- Experience in customer service within the protein manufacturing or food production industry.
- Proficiency with data analysis tools such as Tableau and advanced Excel.
- Experience with process improvement methodologies and project management.
- Ability to work collaboratively with cross-functional teams and senior leadership.
NOTE: This description is not intended to be all-inclusive. An employee may perform other related duties to meet the organization's ongoing needs; these duties are considered marginal.
Leadership and Team Management
- Lead, mentor, and develop a team of customer service professionals, fostering a collaborative and high-performance culture.
- Conduct regular performance reviews, provide feedback, and implement development plans to enhance team skills and capabilities.
- Oversee the hiring, training, and onboarding of new team members, ensuring alignment with company values and service standards.
- Develop and implement customer service policies, procedures, and best practices to ensure consistent and efficient service delivery.
- Monitor and analyze customer service metrics, identifying areas for improvement and implementing corrective actions.
- Serve as the primary point of escalation for complex customer issues, ensuring timely and effective resolution.
- Collaborate with senior leadership to develop and execute customer service strategies that align with business goals.
- Drive continuous improvement initiatives to enhance customer satisfaction, operational efficiency, and service quality.
- Lead cross-functional projects and initiatives to improve customer service processes and systems.
- Build and maintain strong relationships with key customers, understanding their needs and ensuring their satisfaction.
- Oversee the management of high-priority accounts, ensuring timely and accurate order processing, fulfillment, and delivery.
- Proactively identify and address potential customer issues, working closely with internal teams to resolve them.
- Maintain accurate and detailed records of customer interactions, orders, and communications within the ERP system.
- Prepare and present regular reports on customer service performance, trends, and improvement initiatives to senior leadership.
- Ensure compliance with company policies, industry regulations, and customer requirements.
This job is carried out in a professional office setting and involves using standard office equipment like laptops, desk phones, and smartphones. Regular visits to production facilities may also be required. During those visits, the employee is occasionally exposed to cold and/or humid conditions. The employee occasionally works near moving mechanical parts. The employee is occasionally exposed to fumes or airborne particles, cold temperatures, and electrical shock and vibration risks. The noise level in the work environment is moderate.
Physical Demands
Employees must be able to stand, walk, or sit; use their hands for tasks; reach with their arms; and communicate verbally. Occasional lifting or moving of objects is necessary, along with close, distance, color vision, depth perception, and the ability to adjust focus.
The applicant who fills this position will be eligible for the following:
- Vacation
- Sick days
- Medical, Dental, Vision Benefits
- 401k with company match
- Telemedicine
- Onsite Clinic – Tyler and Valley
- Free annual health screening
- STD and LTD
- Life insurance
Applicants with disabilities needing accommodation during the application process can contact Human Resources at the relevant location.
John Soules Foods will not discriminate against applicants who discuss their compensation. We also participate in the E-Verify program where required by law.
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