Customer Service Manager at Great Lakes Cheese

Posted in Management 25 days ago.

This job brought to you by eQuest

Type: Full-Time
Location: Hiram, Ohio





Job Description:

Founded in 1958, Great Lakes Cheese is the largest packager of natural cheese in the United States. We are proud to offer our retail, foodservice, and co-pack customers with award-winning natural and processed bulk, shredded, and sliced cheeses.

At Great Lakes Cheese, we believe in the value of values. We are true partners internally and externally, building on a foundation of respect and putting forth our best at every opportunity. This partnership approach has driven our tremendous growth and earned us awards such as the #8 Top Workplace in Northeast Ohio.

Our Employee Stock Ownership Plan makes every employee an owner. GLC Owners are problem solvers - they look for opportunities to help and take action. Our Owners are passionate about their work and eagerly advance their knowledge and capabilities. Most importantly, they act with integrity. At Great Lakes Cheese, we do the right thing because it’s the right thing to do.

Join our Great Lakes Cheese family and own a piece of the action.



Job Overview



The Customer Service Manager provides leadership to the Customer Service team and supports all functions supporting order fulfillment within the business in delivering a world class customer service experience.  





Job Responsibilities



  • Provide leadership to the Customer Service team to meet objectives around competent, courteous, and prompt service as well as drive GLC customer order efficiencies.

  • Champion the recruiting and development of talent in building a team that yields qualified candidates for growth within the company.

  • Coach team consistently through constructive feedback.

  • Develop and maintain Customer Service new employee orientation and training documents.

  • Coordinate and conduct trainings and team building activities.

  • Continue to review and improve processes in the area and effectively collaborate cross functionally.

  • React quickly/effectively to Customer complaints.

  • Drive efficiency initiatives around order lead-time and volume.

  • Serve as a liaison between system users and IT department.

  • Provide SAP user support to the Customer Service Team.

  • Support, uphold and monitor company policies and procedures as they pertain to sales and distribution.

  • Monitor and balance workloads and staffing across the Customer Service Department.

  • Maintain knowledge of products, pricing and other customer related master data.

  • Work with Production, Shipping, Transportation, and Supply Chain to coordinate Customer needs.

  • Compliance with all safety standards and regulations per company policy.



Required Education and Experience



  • Bachelor’s Degree from an accredited college or university

  • 2 years of customer services experience and

  • 2 years or more of management experience.



Preferred Education and Experience



  • Experience with SAP integrated system.



Working Conditions


• Work is performed in an office setting.

• Occasional exposure to industrial operations including: temperature extremes from approximately 35ºF to 100ºF; noise levels in excess of 85 dB; moisture and moving machinery.


EEOC & Disclaimer


Great Lakes Cheese is an Equal Opportunity Affirmative Action Employer


Great Lakes Cheese is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.