Customer Service Junior Manager at Mount Franklin Foods

Summary of Job

The Customer Service Junior Manager will oversee the entire customer service process, ensuring timely and accurate order processing while handling complex customer inquiries and service issues. The main objective of this role is to maintain customer service levels, including fill-rate and OTIF (On-Time In-Full), and to connect with functional teams to deliver the best customer experience. This involves reducing customer complaints and ensuring order fulfillment meets expectations. The role includes leading and mentoring a team of Customer Service Representatives, setting performance goals, and ensuring productivity through effective time management, attendance oversight, and KPI reporting. The junior manager will collaborate with internal departments to ensure smooth order fulfillment, maintain optimal fill rates, address operational inefficiencies, and improve service processes. Additionally, they will be responsible for generating and analyzing performance reports, monitoring customer satisfaction, and driving continuous improvements in both service quality and team performance.

Essential Functions And Responsibilities

Customer Service & Order Management:

• Oversee the end-of-the-end customer service process, ensuring that all orders are processed in a timely and accurate manner, meeting company standards for customer satisfaction and operational efficiency. The main objective of this position is to maintain customer service levels, including fill-rate and OTIF (On-Time In-Full), and ensure that we connect as functional teams to provide the best customer experience by reducing customer complaints and fulfilling orders.
• Act as the primary escalation point for complex customer inquiries, complaints, and service issues, demonstrating expertise in troubleshooting and resolving concerns effectively to maintain strong customer relationships.
• Collaborate closely with internal departments such as sales, planning, logistics, and warehouse teams to resolve order-related challenges, ensuring seamless communication and the timely resolution of issues.
• Monitor and continuously improve key performance metrics, including customer satisfaction, response times, first-contact resolution rates, and service quality, to meet or exceed established targets.
  
  

Team Supervision & Leadership:

• Supervise and mentor a team of Customer Service Representatives, providing coaching, training, and professional development opportunities to enhance team performance and foster skill growth.
• Manage team performance by setting clear individual and team goals, tracking progress, and implementing corrective actions as needed to meet productivity and service excellence targets.
• Oversee daily operations, ensuring time management is optimized and that team members are adhering to attendance policies. Ensure that shifts are adequately staffed, and coverage is provided during peak periods to maintain service levels.
• Foster a positive, engaging, and collaborative work environment that prioritizes customer satisfaction, operational efficiency, and continuous improvement.
• Lead regular team meetings to discuss updates, challenges, and best practices, promoting open communication and teamwork.
• Conduct regular performance evaluations and provide actionable feedback to enhance individual and team capabilities. Recognize achievements and address performance issues promptly.
  
  

Supply Chain Coordination & Process Improvement:

• Collaborate with planning, logistics, and other internal teams to ensure smooth order fulfillment and on-time delivery, proactively addressing potential delays and operational hurdles.
• Monitor inventory levels, analyze customer trends and order patterns, and assist in demand forecasting to ensure stock availability and accurate order fulfillment.
• Identify inefficiencies in customer service processes, propose and implement improvements to optimize workflow, reduce bottlenecks, and improve overall customer experience.
• Ensure strict adherence to company policies, industry regulations, and customer service best practices, maintaining high standards of compliance and operational integrity.
  
  

Reporting & Data Management:

• Generate and analyze reports on order trends, customer feedback, and service performance to provide insights on operational efficiency and areas of improvement.
• Utilize internal systems to track and manage customer data, ensuring data integrity and proper documentation of service metrics.
• Regularly report on team performance and service metrics, offering actionable insights to senior management on customer service trends, areas for improvement, and potential solutions.
• Maintain and track Key Performance Indicators (KPIs) related to team productivity, response times, issue resolution, and customer satisfaction, ensuring that performance targets are consistently met or exceeded.