Customer Engagement - Customer Service Manager

Job Summary

The Customer Service manager will hire, train, prepare, and motivate the Customer Service Specialists to provide excellent service for our Restaurant Services customers. They will set objectives, analyze call center metrics, ensure that the company and staff meet goals, and provide reliable, efficient support for customers.

The Customer Service Manager works directly with the other Customer Service Managers, Sales Directors, and Darling operations teams.

Essential Duties/Responsibilities

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

• Lead the Customer Service Specialist group to support our centralized DAR PRO inbound customer service calls.
• Meet and exceed Industry averages for Customer Service & Call Center metrics.
• Support the Five9 Telephony Software application and operations.
• Support our new business efforts in tandem with Inside Sales.
• Lead teams in the After-Hours and Holiday 24/7 phone activities.
• Recruit, hire and train employees.
• Provide on-going training program sessions.
• Provide call coaching and score carding for specialists.
• Communicate directly with Directors and Operations regarding Oracle service data, CSAT ratings, escalations, overall challenges.
• Develop and implement continued improvements of the overall processes of Oracle and CRM tools.
• Participate in system upgrade/enhancement projects, user testing, change management.

Minimum Qualifications

• Minimum of 4 Years of management experience in the Customer Service field.
• Demonstrated work experience in the use of business technologies that include CRM systems, Call Center Software and Microsoft Office.

Preferred Qualifications

• Bachelor's degree in business, marketing, or related field preferred.
• Self-motivated, with a positive attitude.
• Leadership abilities and work well with others in a team environment.
• Problem solving ability to deliver solutions to the customer.
• Strong verbal and written communication skills.
• Highly organized: superior time management skills.

Physical Demands

• Frequently required to sit, reach with hands and arms.
• Occasionally walk, stand, balance, stoop, bend and kneel.
• Occasionally must push, pull, move or lift to 10 lbs.
• Regularly requited to reach with hands and arms.

Work Environment

Job functions will be carried out in an office environment, occasionally customer location or other location.

Darling Ingredients is an equal opportunity employer and gives consideration to qualified applicants without regard to race, age, color, religion, sex, national origin, sexual orientation, gender identity, disability, or, protected veteran status. Know Your Rights: If you would like more information, please click on the link and paste into your browser: https://www.eeoc.gov/know-your-rights-workplace-discrimination-illegal-poster