Job Description

At American Fruits and Flavors, the customer experience is core to everything we do and we are aware that it is the unique contributions of our employees that drive our success. If you know how to find unique ways to deal with customer complaints or concerns, and have the minimum required experience listed below we encourage you to apply. 

GENERAL DESCRIPTION OF DUTIES:

This position provides leadership and performs a variety of management duties, as well as having direct contact with customers and prospects, in order to establish and maintain positive customer relations. The position will focus on all aspects of customer satisfaction and care as well as the supervision of our dedicated Customer Care department. The Customer Care Manager will serve as the customer advocate, interfaces directly with other departments to monitor activities of customer care responsibilities while providing the necessary liaison to the customer regarding complaints.  This individual must maintain a positive work atmosphere by behaving and communicating in ways that foster good relationships with clients, co-workers, and supervisors while achieving and enhancing performance standards. 

ESSENTIAL JOB FUNCTIONS:                                          

·         Manage and supervise Customer Care Representatives, including conducting performance appraisals.                                                   ·         Coordinate with other departments when their support is required.

·         Train, explain tasks and assist in effective problem resolution across the department.

·         Maintain and enforce existing policies and procedures and provide continuous improvements      

·         Communicate with customers as to the status of orders which have been escalated to Customer Care dept., inquires and /or                             complaints.

·         Develop, review, and enforce FAQ guidelines within the department.       

·         Establish and maintain accurate customer account information within FABS.

·         Manage all activities of customer complaints, ensure they are resolved in a timely and professional manner, and properly                                  communicate to the customer.

·         Initiate corrective actions for all customer complaints.

·         Monitor service trends, risk factors, response times, outcomes, and actions arising from complaints.

·         Prepare and present monthly key performance indicators and results to Senior Management.   

·         Communicate with Sales Team and Sales Director on all price changes prior to updating customers.

·         Update customers in a timely manner, on price changes and other matters affecting the products they purchase when escalated to the            Customer Care department.

·         Respond promptly to all customer issues escalated to the Customer Care Team from various departments (Order Desk, Operations,                R&D, and Finance)

·         For all new customers, develop and distribute the “New Customer Welcome Kit”

·         Continuously improve the customer’s experience from Prospect to Payment of Order.

·         Understand the pricing policies to maximize the company’s profitability.

·         Record and report all information impacting the sale.

MINIMUN REQUIREMENTS:

·           A minimum of five years directly related customer service/customer care and management experience. (manufacturing or distribution               industries preferred)

·           A broad knowledge of the beverage/ food industry and company’s product and capabilities.

·           A working knowledge of interdepartmental functions.

·           Computer proficient in Microsoft Office (Word, Excel, and Outlook) and data entry.

·           Experience with an integrated software system. 

·           Exceptional written and verbal communication skills.

·           Must be punctual, with regular attendance.

·           Must report to any company facility according to company need, sometimes with same-day notice.

Company Description

AFF manufactures custom juice and flavor blends for a wide variety of industrial users worldwide. Companies come to us for the latest and best ingredient blends and flavor systems for their products. In business over 50 years, we have two manufacturing plants and a distribution warehouse in Southern California. On April 1, 2016, American Fruits and Flavors was acquired by Monster Energy Company which expanded American Fruits and Flavors’ resources, significantly. Today, American Fruits and Flavors has a team with hundreds of years of combined flavor-making and fruit processing experience both domestically and internationally.