Customer Service Manager - California

Job Title: Customer Service Manager

Reports to: Regional Sales Manager

Job Summary

This position oversees all Customer Service and Warehouse facilities functions at the Volm Fresno, California, location. Duties include supervision of Customer Experience Specialists and Warehouse personnel to promote accurate and timely follow-up with customers. The Customer Service Manager is responsible for logistics coordination between customer needs, warehouse personnel, and delivery personnel. This position interacts directly with customers, Sales Account Managers, and Regional Sales Manager for the territory with the goal of providing industry leading services.

Supervisory Responsibilities

• Supervise staff including effective utilization of personnel, recruitment of talent, and disciplinary procedures.
• Monitor team performance, provide timely feedback, and address performance issues as needed.
• Identify training and development needs and support the professional growth of team members.
• Resolve conflicts and make informed decisions to drive success.
• Ensure compliance with company policies and regulations.

Essential Duties

• Provide strong leadership, setting a positive example and fostering a collaborative work environment.
• Set goals, plan work, and allocate tasks to ensure efficient utilization of resources and alignment with organizational objectives.
• Foster a cooperative and harmonious working environment conducive to maximize morale and productivity.
• Oversee security operations for facility.
• Oversee receipt and entry of customer order data.
• Coordinate expedited delivery and special customer requests with Warehouse personnel and delivery vendors.
• Manage and monitor the distribution activities including customer experience, trucking, shipping/receiving, warehousing, and sales.
• Be an active participant in the supply chain in order to maintain quality customer service and delivery standards.
• Perform inventory controls and maintain quality standards at audit-ready levels.
• Monitor, analyze, and reconcile discrepancies with appropriate inventory controls.
• Ensure adherence to established corporate policies by all associates.
• Ensure safe and organized working environment, including safe use and maintenance of material handling equipment, powered industrial trucks, and fleet vehicles.
• Maintain accurate documentation and records for assigned areas of responsibility.
• Perform Customer Service Representative duties as needed.

Required Skills and Abilities

• Strong communication skills, both verbal and written.
• Excellent problem-solving abilities and analytical thinking.
• Ability to successfully manage, prioritize, and organize multiple projects, deadlines, and tasks with little supervision in both team and independent environments.
• Proficiency in: CRM systems, Microsoft Office Suite systems including Excel, Power Point, Word, and Outlook.
• Effective organizational skills with the ability to prioritize tasks and meet deadlines.
• Proven ability to work collaboratively in a team environment.
• Adaptability and flexibility to embrace change and learn new skills.
• Strong time management skills for efficient task allocation and meeting deadlines.
• Meticulous attention to detail in completing tasks and maintaining high-quality standards.
• Demonstrated leadership abilities for guiding and motivating a team.
• Customer service orientation with a focus on understanding and addressing customer needs.

Education and Experience

• Bachelor's degree in Business Administration, Operations Management, Logistics Management, or related field.
• Minimum of 6 years of applicable management experience.
• Superior leadership skills.
• Prefer fresh produce packaging industry or related field.
• Experience in Microsoft Dynamics F&O/SCM is preferred.
• Demonstrated knowledge of logistics and warehouse management practices and methods.

Physical Requirements

• Periodically standing, walking, carrying, pushing, pulling, pulling, and reaching.
• Occasionally lift and carry objects of various weights if needed.
• Proficiency in using hands, fingers, and arms for tasks such as typing or writing.
• Sufficient visual acuity to read documents, recognize details at close and distant ranges.
• Ability to hear and understand verbal communication, as well as detect warning signals or equipment malfunctions.
• Ability to sit for extended periods of time, especially for office-based roles that involve desk work or operating computer systems.
• Flexibility to bend, stoop, and reach low or high objects.
• Adaptability to work in varying environmental conditions, such as temperature extremes, noise, dust, or fumes, depending on the nature of the job.
• Willingness to adhere to safety protocols and wear protective gear, including helmets, goggles, gloves, and safety shoes, as required by the job.

Company Culture & Values

• A Commitment to Our Purpose (COMMITTED PEOPLE) – Our mission is to serve and build up our customers, suppliers, communities, and each other, guided by the principles of our Lord Jesus Christ. The commitment to serving and building up is easily seen in those employees that exemplify this value.
• Without Our Customers We Are Nothing (CUSTOMER FIRST) – We realize that we are blessed to serve our customers and without them, our company does not exist. They rely on us for their success and that is a responsibility we cannot take lightly. Our focus must be on serving them with as seamless communication and access to products as possible.
• Kind, Humble and Positive (HUMBLE) – These positive traits do not mean being a doormat to others. But when a person is kind, humble and positive it comes through in their genuine caring for those around them.
• A Desire For “Expert” (EXPERTS) – Our people want to be seen as the experts in their specific roles. From how we convert a bag efficiently and with highest quality, to knowledge of the product portfolio, to desiring to know more about tax or human resource policy – the desire for “expert” drives us in each of our roles.
• Intentional Growth – Developing of Self and Others (PERSONAL GROWTH)– Times, tools, and customer expectations change. Our team members are interested in developing themselves and those around them. We know that a stronger team is one that makes our customers and our fellow employees happier.
• Strong Work Ethic (HARD WORKERS) – The commitment to serve those around us is honorable and we respond to this by putting our strongest effort into that purpose.
• High Expectations of Self and Others (HIGH EXPECTATIONS) – We expect ourselves, and those around us, to put in our best effort. When others struggle, we help them align towards perfection. When we struggle, we are open and humble to hear it and course-correct accordingly.
• If It Isn’t Safe, We Don’t Do It (SAFETY) – All people deserve to return home to their loved ones safely and work in an environment where they can best execute their tasks safely. When choosing between safety and profit, safety and efficiency, safety and feelings, safety, and “x” – we choose safety.

Travel Requirements

This position requires occasional overnight travel and occasional travel within the workday.

Driver Qualification

The ability to drive a company owned/leased vehicle or personal vehicle on behalf of the company may be required. Inclusion in the company’s driver qualification program is required to drive a company owned/leased vehicle or personal vehicle.

Becoming a qualified driver includes:

• Agree to the company driving policies that apply to company owned/leased vehicle or personal vehicle as applicable.
• Possess and maintain a valid driver license and be a minimum of 21 years of age.
• Maintain an acceptable driving record, as evidenced by completion of a baseline motor vehicle record check and ongoing monitoring.
• When driving a personal vehicle on behalf of the company, must provide a copy of the declaration page from personal auto insurance that shows the policy dates and minimum coverage amounts ($300,000 bodily injury per accident/$100,000 property damage per accident or if driving less than 5 hours/200 miles a year $50,000 bodily injury per accident/$10,000 property damage per accident or the state minimum, whichever is more). This requirement is initially and then annually thereafter.

This job description is intended as a general outline of the primary responsibilities of the position. It is not intended to be an exhaustive or comprehensive list of all duties, responsibilities, or activities that may be required. The employer reserves the right to modify, add, or remove any responsibilities, duties, or activities as deemed necessary with or without notice.

Volm Companies is an equal opportunity employer and is committed to providing reasonable accommodation to qualified individuals with disabilities and other protected characteristics. If you require reasonable accommodation to perform the essential functions of the job, please inform us and we will work with you to address your needs.