Job Description

Position: Customer Service Manager

Reports to: CEO

Location: NW Houston

Position Summary:

As the Customer Service Manager, you will take a leadership role in overseeing all customer service operations for our rice milling, spice, and edible bean packing plant. Your main responsibility will be ensuring that we provide an exceptional customer experience, maintain operational efficiency, and cultivate strong relationships with key clients. You will lead a dynamic team through a fast-paced, ever-changing environment while driving continuous process improvement.

You should have a proven ability to work effectively in a high-pressure environment and deal with tough personalities—both internally and externally. A strong background in ERP implementation and technology-driven operational improvements will be critical to the success of the role. Exposure to USDA bids, EDI portals, and adapting to evolving business needs without relying on a rigid set of SOPs will give you an advantage over other candidates.

This position is fully in-office, fostering a culture of collaboration and direct communication across all departments.

Key Responsibilities:

Leadership & Strategy:

• Develop, implement, and continuously improve customer service strategies that support business goals and enhance the customer experience.
• Lead and motivate a team of customer service representatives, ensuring alignment with performance targets and quality standards.
• Set and track key performance indicators (KPIs) to measure team effectiveness, operational efficiency, and customer satisfaction.
• Effectively manage difficult or complex customer interactions, navigating tough personalities and addressing challenges with professionalism and tact.

Customer Relationship Management:

• Establish and maintain strong, ongoing relationships with key clients, quickly responding to inquiries, concerns, and needs.
• Partner with sales, logistics, and production teams to ensure seamless order fulfillment and to resolve any issues that arise.
• Collaborate cross-functionally to ensure that all customer touchpoints are optimized for satisfaction and retention.

Operational Excellence:

• Supervise day-to-day customer service activities, including order processing, inquiries, complaints, and ensuring timely resolution.
• Leverage technology to streamline operations and enhance efficiency.
• Continuously assess and improve processes to minimize response times and reduce operational inefficiencies.

EDI & Systems Management:

• Oversee the integration and utilization of EDI systems, ensuring accurate, timely order processing, invoicing, and reporting.
• Work with the IT and operations teams to implement system upgrades or new technological solutions, including ERP systems, to meet customer service goals.

Training & Development:

• Develop and deliver training programs to build product knowledge and improve the customer service team's communication and problem-solving skills.
• Foster a customer-centric mindset throughout the organization by promoting service excellence and responsiveness.

Feedback & Continuous Improvement:

• Regularly collect and analyze customer feedback to identify areas for improvement.
• Partner with cross-functional teams to resolve product-related issues, address customer concerns, and enhance the overall customer experience.

Reporting & Data Analysis:

• Prepare and present regular reports on customer service performance, issues, and trends to senior management.
• Use data analytics to drive insights, inform decision-making, and support strategic initiatives.

Education & Experience:

• Bachelor’s degree in Business Administration, Food Science, or a related field.
• Minimum of 5 years of experience in a customer service management role, ideally in food production, agriculture, or manufacturing.
• Proven experience in handling USDA bids, EDI portals, and implementing ERP systems.
• Experience managing complex customer accounts and resolving issues with tact and professionalism.
• In-depth understanding of rice milling, spice, and edible bean packing operations.
• Strong track record of leading high-performing customer service teams in fast-paced, evolving environments.
• Fluency in both English and Spanish (preferred).

Skills & Competencies:

• Leadership: Ability to motivate, coach, and develop a high-performing team.
• Customer Focus: Deep commitment to delivering excellent service and maintaining strong customer relationships.
• Adaptability: Ability to thrive in an ambiguous, rapidly changing environment with limited SOPs.
• Problem-Solving: Skilled in navigating tough customer interactions and resolving issues effectively.
• Analytical: Comfortable using data and insights to drive decisions and process improvements.
• Collaboration: Ability to work cross-functionally with internal departments to meet customer needs and resolve issues.

Work Attributes & Environment:

• Motivation: Self-starter with a strong drive to deliver results.
• Efficiency: Excellent time management skills and the ability to manage multiple priorities.
• Attitude: Positive, proactive approach to challenges and changes in the work environment.
• Data-Driven: Comfort with using analytics to guide decision-making and improvements.
• Strategic Thinker: Ability to think critically about long-term goals while managing day-to-day operations.
• Change Leader: Support and lead organizational change initiatives, ensuring smooth transitions.
• Service-Oriented: A clear commitment to improving customer satisfaction and service levels.

Additional Information:

• The above description is intended to outline the essential responsibilities, duties, and qualifications for the role. Other duties may be assigned as necessary.
• Physical Requirements: Ability to operate standard office equipment (keyboard, mouse, printer/copier) and lift up to 50 pounds during office operations.

Citizenship, E-Verify, and Background Screening:

• Applicants must be authorized to work in the U.S. and will undergo background checks and drug screening as part of the hiring process. Gulf Pacific Rice, LLC. does not sponsor work visas. We participate in the E-Verify program.

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