Customer Service Manager

Role and Responsibilities

Oversee and manage daily operations of the Customer Service department.

Develop, implement, and enforce department procedures, policies, and service standards.

Maintain accurate records of customer and staff issues, documenting all actions and resolutions.

Ensure team members are up to date on company changes and policies, and communicate these updates clearly.

Utilize customer data and performance metrics to make informed decisions around staffing, scheduling, and task assignments.

Lead by example in ownership of customer complaints, ensuring timely resolution and continuous improvement of service processes.

Sales & VIP Client Engagement

Build and nurture relationships with VICs (Very Important Customers) through personalized service and tailored product recommendations.

Actively drive sales through expert product knowledge, consultative selling, and understanding of gourmet trends.

Cook up large catering events, private orders, and corporate gifting in collaboration with internal teams.

Maintain a proactive communication strategy with top-tier clients to foster loyalty and repeat business.

Achieve and exceed sales goals and KPIs through strategic client engagement and upselling.

Concierge & White-Glove Services

Support the launch and ongoing execution of loyalty and VIC programs in partnership with the marketing team.

Provide concierge-level services including private shopping appointments, special product requests, and exclusive access to in-store or off-site events.

Handle escalated issues with discretion and care to preserve brand reputation and customer trust.

Cross-functional Collaboration & Brand Stewardship

Collaborate with marketing, events, merchandising, and operations teams to ensure alignment on customer experience initiatives.

Consistently challenge existing processes and propose improvements that elevate service delivery and brand consistency.

Stay current on product launches, gourmet food trends, and client preferences to provide knowledgeable recommendations and support.

Utilize CRM tools to track client interactions, purchase history, and preferences to personalize outreach and service.

Qualifications and Education Requirements

• Degree level 5+ years of experience in customer service; experience with concierge or high-touch client management is a strong plus.
• 2+ Proven leadership experience with the ability to manage, coach, and motivate teams.
• Sales-driven mindset with experience meeting and exceeding performance targets.
• Proficiency in Microsoft Office- Excel, Sharepoint, One Drive
• Tech-savvy with experience using CRM platforms, reporting tools, and internal systems.
• Professional, polished, and brand-conscious, with a passion for creating memorable customer experiences.
• Retail Food Customer Service is a plus