Customer Service Manager

Job title: Customer Service Manager
Department: Customer Service, Sales and Marketing
Reports to: Director of Sales & Marketing
Status: Exempt, Full Time, 40+ hours per week

Competitive Wage, Great Benefits!

About us:
Hummingbird Wholesale is a small, family and employee-owned & operated company distributing organic food throughout the Pacific Northwest and into Northern California. We are a team of highly engaged and extraordinarily productive people who are inspired to work hard, have fun, and give our very best at all times. We are motivated by our mission, vision, and values. We work effectively & efficiently, and enjoy connecting with each other through our daily work.

Our Mission, Core Values, and Culture:
We endeavor to serve people and the planet by providing the highest quality, most nutritious foods, grown as locally and sustainably as possible to nourish the body, mind, and soul. We practice principles of ecological & social justice in our business operations, and strive for minimum packaging and waste. We value long-term relationships with farmers, vendors, coworkers, and customers.

Do you want to work at an Employee-Owned Company who is rated one of the 100 Best Green Workplaces in Oregon? 

In January 2023, Hummingbird owners Charlie and Julie Tilt made a bold move by transitioning their ownership of the company to an Employee Owned Purpose Trust, securing and guiding the mission and values of the business into perpetuity. The Purpose Trust was established to serve as a co-creator of life-enhancing, inclusive, and healthy food systems for our regional and global community. We invite you to join us as we work together to transform the world toward a sustainable food production system that supports the health of the people who depend on it, as well as the earth’s precious ecosystems.

Can work be fun?
We think so! Creating a positive, safe, and healthy work environment is central to our mission and values. From our weekly, all-company huddles where we share what's going on in each department and our quarterly profit-sharing program, to unique benefits like our coworker annual self-care stipend, we walk our talk. 

Compensation Benefits + Perks:
We offer competitive wages and generous benefits and perks, including health insurance with an HSA option, paid vacation, paid holidays, paid sick leave, paid volunteer time, 401(k), profit sharing, self-care funds, wholesale pricing on Hummingbird products and with a curated list of local vendors, and more!

Job Summary:

The Customer Service Manager (CSM) oversees and is responsible for the development and training of the Customer Service team members. The Customer Service Manager creates and reinforces an environment of collaboration and clear communication with the various departments within the company to provide customers with the best experience when working with Hummingbird. The Customer Service Manager is responsible for the execution of the Company Sales Strategy to ensure the successful accomplishment of annual sales and service goals and for providing extraordinary service while striving to fulfill the Company’s mission and values.

Essential Functions

Ability to give consistent, fair and excellent customer service, understanding that every relationship counts and leading by example. Build mutually rewarding, long term relationships with Coworkers, customers, vendors, and community.

Performs and trains staff on all essential functions of the Customer Service Representative (CSR) position Levels I, II, and III.

Ensure members of the CS team are well trained and demonstrating excellence at all essential functions of a CSR at the appropriate level; this includes training and mentorship for sales strategy execution for business development, KPI planning and implementation, and customer relationship management.

Responsible for communicating and promoting quarterly scheduled promotions, and developing plans for customer adoption of promos. May include the creation of customer specific product promos that may not be included in regular scheduled promos, as required or appropriate for specific customers and customer types.

Support the professional development of CS team by creating annual performance reviews and development plans with a set of appropriate goals by individual. Offer opportunities to advance skill sets and further education.

Assign CS representatives at the appropriate level to current and prospective customers.
Use informational programs such as the Comparative Sales tool, File Maker, and Fishbowl to support sales success.

Collaborates with the Director of Sales and Marketing (DSM) on annual planning including strategy, budgeting, and visioning.

Ensures the maintenance of department forms, customer facing documents and systems.

Generates sales reports and tracks progress toward company goals (KPI’s) and reports findings to the DSM.

Review and analyze sales performance data for customer and product performance and sales programs, and compares to goals and plans to develop effective sales strategies in response.
Creates incentivized sales opportunities for new item launches and customer focused sales events through the use of mini games and other incentive programs.

Identify opportunities for improvement in company systems and work toward continuous improvement.

Support HW Curbside customer and the successful achievement of annual sales goals.

Support clear solution-oriented communication and systems between the CS department and other Hummingbird departments.

Prepare quarterly CS report showing the results of quarterly goal accomplishment and strategy for further development.

Plan, prepare and present department meetings and trainings to further develop team members and ensure CS team attends mandatory annual HR and Safety trainings.

Develop and manage the annual Customer Service budget.

Use all company systems in compliance with established policies and procedures including workplace safety and food safety policies and procedures.

Ensure team members follow established policies and procedures.

Develop and manage the annual budget.

Participate and contribute to strong safety culture by working safe and supporting safety with Coworkers.

Help generate healthy company profits consistent with our mission and principles.

Uphold the highest standard of food safety by following all policies and procedures in the Food Safety Plan applicable to the job title.

Communicate in-person, via phone, and over email in a friendly and professional manner.

Participate in department meetings and trainings as needed and/or scheduled.

Complete company-sponsored training in Lean and Kaizen culture, use Lean and Kaizen principles in collaboration with Coworkers to reduce waste, improve customer outcomes, and support company goals and objectives.

Comply with all applicable company, governmental, and regulatory agency policies and guidelines.

Give great customer service, understanding that every relationship counts. Build mutually rewarding, long term relationships with Coworkers, customers, vendors, and community.

Help drive our sustainability practices through participation in and help improving company sustainability initiatives and programs. Complete company-sponsored training and participate in Hummingbird’s waste-stream reduction program, minimizing waste and properly sorting waste-stream items into designated receptacles.

Arrive to work each day ready to participate in helping others do their best. Be committed to having fun.
Be enthusiastic and active in growing and improving personally and professionally.

Exhibit respectful behavior.

Have excellent attendance and punctuality.

Additional Functions
Complete special projects and other duties as needed.

Job Requirements and Qualifications
Education: Minimum 2 years of college or equivalent experience that would build the skills listed below.
Training Requirements (licenses, programs, or certificates): None required, though any relating to items listed under Skill Requirements or Experience is helpful.

Skill Requirements: 

Ability to lead and inspire a diverse group of people.

Strong understanding of customer service and sales best practices.

Excellent phone manner.

Effective oral and written communication skills.

Strong computer literacy, including ability to generate reports and derive insights from raw data in Excel and database sources.

Skilled at using Microsoft Office—Excel and Word—and familiar with using CRM and inventory management systems.

Excellent math, logic and problem solving/ analysis skills.

Detail oriented, well organized.

Effective oral and written communication skills, good interpersonal communication skills.

Ability to work well individually and with others.

Proficient computer skills. 

Experience: 

Supervisory/ Management position – minimum of 1 year required.

Customer Service and Sales – 2 years minimum previous experience in a position that interfaces directly with customers on a regular basis is required.

Hummingbird Wholesale – six months minimum work experience at Hummingbird Wholesale, as this position necessitates the ability to answer questions and make decisions requiring comprehensive knowledge of company policies, practices, culture, etc.  The CSM must be knowledgeable in all tasks performed by the CSRs and assists with the training of the CSRs.  

Experience with the following programs is required: Microsoft Office, Email.

Experience with the following programs is preferred: QuickBooks, Filemaker, Fishbowl.

Natural Foods – minimum of 2 years required.

Physical, Mental and Visual Requirements:

While Hummingbird Wholesale strives to create opportunities for desk workers to have regular tasks which get them up and moving around, the Customer Service Manager spends the majority of their time in a stationary position at a desk. The Coworker must be able to operate a computer for many hours a day.

In support of some essential job functions, the position requires the Customer Service Manager to work in commercial food production and warehouse environments. While in these environments, the Coworker must be able to safely comply with all company and regulatory rules and guidelines.

The position requires frequent and repeated exposure to major food allergens, including but not limited to, wheat, tree nuts, dairy, and soybeans.

Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of this Customer Service Manager position. 

Other Information:

Special Information (travel required, workplace environment, etc.):

The Customer Service Manager may work in a shared space with frequent interruptions. 

Travel to visit potential or current vendors, customers, or attend trade shows, educational conferences, or industry events will be necessary throughout the year.

Conclusion
This job description is intended to convey information essential to understanding the scope of the Customer Service Manager’s position but is not intended to be an exhaustive list of skills, efforts, duties, responsibilities, or working conditions associated with the position.