Customer Relations Manager

Position Title:  Customer Relations Manager

Reports to:   Executive Vice President 

Department: Marketing 

Classification: Full-time, Exempt

Pay: $90,000-$105,000 annually 

Our Company Mission

To attract quality-oriented restaurateurs with consistently superior tomatoes and olive oil, keep them through legendary service, and invest in talented people who share our dedication to customer success.

The Company

Stanislaus Food Products is a nationally recognized, family-owned company known for crafting the finest Italian-style tomatoes and sauces for top-quality Italian restaurants and pizzerias.

If you take pride in the quality of your work and prefer working on a team of talented individuals who share your passion for excellence, we invite you to apply for this exciting opportunity! This is a full-time position located on-site at our Modesto administrative office.

The Customer Relations Manager is responsible for creating and leading several teams collectively known as “We Care”. The dedicated We Care staff are committed to enhancing enduring relationships with our restauranteur customers through high quality phone, social media, or text interactions and related accurate data collections.  The Customer Relations Manager is equally responsible for ensuring the End User Conversion Team (EUC) accurately and timely processes and records end user conversions submitted by direct sales representatives and brokers while maintaining positive productive relationships with end user restaurateurs, direct sales reps and brokers.  The Customer Relations Manager must also oversee the activities of the Customer Accountability Coordinator and Hospitality Chef.  It is crucial the Customer Relations Manager, whose teams are the “Voice and Face of the Company”, can accomplish goals through team leads and ensure adequate coverage, balanced workloads, and cross-training across all teams.

This position will be primarily responsible for:

• Team Development: Working with the People Operations Team, interviewing, hiring, training, developing, motivating and reviewing the performance of all direct reports and ensuring team supervisors are doing the same for all team members within the department.
• Activity Measurement: Measure, report, and develop appropriate actions plans to ensure end user customer contact goals are met or exceeded. Hold team accountable for related performance metrics. 
• Technology Implementation / Integration: Leverage existing technology and implement new technology to enhance the efficiency, accuracy, and transparency of the customer service team.
• Setting the Tone: Must exude positive energy.  The smile on team members’ faces must be heard through the phone.  It starts with the leader.
• Core Values: The We Care / EUC teams must understand and demonstrate Stanislaus Core Values in every interaction.  Our core values are: Superior Quality, Dependability, Fairness to All, Long, Loyal Relationships and Personalized Service. The Customer Relations Manager is responsible for not only walking the talk, but making sure each customer interaction meets quality expectations.
• Department Representation: Represent the department throughout the organization at regularly scheduled and ad hoc meetings.  Make recommendations to the organization to improve customer and other constituency interactions.  Primarily during our Harvest season, warmly welcome hospitality guests visiting the department and concisely explain how the department is there to support their needs.
• Team Player: The We Care / EUC department is often called upon for help with corporate events.  The Customer Relations Manager must balance department needs with such requests and provide appropriate support.
• Projects: Must be able to take general direction and develop, communicate, and execute specific plans to accomplish occasional ad hoc tasks and projects.
• Playbooks: Responsible for maintaining and updating as required department playbooks whether written, video or digital to ensure up to date training resources are always ready for use. They should also look to innovate processes to ensure we are utilizing the best practices and methods for goal setting, metrics and workflows.
• Other duties: Other duties as assigned.

Candidate Requirements:

• Six (6) to ten (10) years in a progressive customer service or customer relations role which includes call center management.
• A minimum of five (5) years demonstrated success in people development, coaching, and performance management.
• Experience implementing and leveraging CRM systems in the customer service space.
• Demonstrated positive spoken and written interpersonal communications skills.
• Detail orientation both for process and paperwork review. 
• Demonstrated ability to successfully revise existing process and implement new or revised processes.
• Experience in applying and complying with California wage and hour requirements.
• Able to work independently while leading a team.
• Able to communicate fluently in English.
• Experience creating impactful team presentations and leading meetings.
• Demonstrated skills in organization, time management, and the ability to maintain a consistent emotional composure during stressful periods.
• Experience in successfully working cross-functionally to achieve company goals.
• Technically proficient with database applications, phone systems, and ecommerce applications.
• Practical business competence using the MS Office suite of tools, Word, Outlook, and Excel in particular.

Preferred Qualifications:

• Passion for and knowledge of high-quality food and culinary cuisine.
• Fluency in Spanish strongly preferred.
• Fluency in French.
• Demonstrated ability to work and communicate with senior management and front-line employees.

Physical Requirements:

Rare lifting, carrying, pushing, and/or pulling; rare stooping, kneeling, crouching, and/or crawling. Generally, the job requires the following percentages of time committed to physical activity: 25% or less, as 75% or more of the time the employee will be in their assigned workspace area. The job is performed under moderate temperature variations and in an office environment. Unrestricted visual and audio abilities are required for the safety of all employees. The ability to lift up to 35lbs. is required.