The Customer Service Manager has extensive contacts and knowledge of the fresh food sales industries and the governing agency expectations. Customer Service Managers (CSM) are responsible for day-to-day implementation of Account Management strategies and initiatives to support Revolution Foods business objectives while exceeding customers’ expectations. This client base can include public school accounts and big box retailers within the region. CSM’s support customer needs and facilitate collaboration with the set of teams that together, in an integrated way, work to deliver a world-class customer experience, drive top-tier retention and expansion rates; and contribute to the financial success of Revolution Foods.

Major Duties and Responsibilities: Revolution Foods is refining our Account Management function to build strong relationship managers focused on ensuring our customers’ experience consistently meets our standards, collaborate internally and externally to drive efficiencies required as we grow, and nurture partnerships to maximize our impact. Our Customer Service Manager is accountable for:

• 
  Daily implementation of Account Management strategies, focused on cultivating growth in relationships
• Analyzing and integrating to create efficiencies and enable cross-functional collaboration
• Interface with Operations to manage customer support for your region(s)
• Establish and maintain effective customer rapport and maintains a win-win relationships with our customers
• Collaborate cross-functionally to provide overall planning, direction and support to assigned school partners within a defined Market, to achieve Key Performance Indicators of customer satisfaction, and contract renewal.
• Develops a network of external contacts, sources and experts that sell, supply and distribute fresh food and products with a clean label emphasis.
• Partner in support of Operations to ensure customers/ expectations are met in every way day-to-day
• Build and nurture positive community relations, participating in professional and community events and activities. Builds and maintains excellent relations, acting proactively to resolve potential issues and adapting to ever-changing business environments.
• Consistently assess satisfaction with menu offerings, planning and new product introductions to ensure customer’s menu planning needs are met day-to-day.
• Ensure timely and accurate documentation on all contracts to ensure all school partners follow contractual partnership requirements and obligations
• Development market forecasts with Account Management VP and FP&A Manager to continually refine plans to optimize financial performance and productivity.
• Perform audits as assigned and make recommendations to optimize financial performance or operational standards.
• May coordinate internal resources to deliver company presentations and samples for prospective accounts.
• Actively participates in Sales process with Director of Business Development and lead renewal process through contract signing with school partners
• Use technology, data and rigorous business analysis and critical path strategies to enhance effectiveness, improve efficiencies and margins, and drive customer engagement
• Implement and continually evaluate actions/processes to drive increased utilization and sell through of Revolution Foods products and services.
• May collaborate with Marketing team on promotional materials, campaigns or special events.
• Use new systems and processes to track and report customer usage and engagement. Use strategic objectives to reach a broad base of potential accounts.
• Across quarters; Share usage and engagement reports to ensure customer support. Uses technology, data and rigorous business analysis to enhance efforts to grow a robust, and value-added network.
• When new accounts are acquired, ensure a smooth launch and transition plan to implement delivery of products and services.
• Works in collaboration with the operating management team to ensure best in class
• Understands and monitors KPI's, targets, and the root cause of poor performance. Implement corrective actions to drive results. Responsible to make the right decisions, quickly to achieve plans for the Company in coordination with team and cross-functional partners.

Required Experience and Education:

• 5 years of experience of progressive sales of fresh food consumer products, preferably clean label products, with at least 2 years in a sales management level role.
• College degree in a related field or an acceptable combination of education and experience
• 3+ years experience negotiating contract terms and conditions
• K-12 or Charter School Food service experience a plus and high-volume category sales is desirable
• Experience and the ability to work independently and achieve results
• Financial Acumen and Budgeting Experience.
• Strong knowledge of MS Office, especially a firm understanding of Excel, Salesforces or similar CRM systems

Required Knowledge, Skills and Ability:

• Must be willing to travel frequently regionally. National travel may be required on occasion.
• A self-motivated leader with natural problem-solving capabilities and a positive mindset
• Results-driven, strategic with the ability to execute tactical plans
• Skillful and experienced at prioritizing and managing multiple projects
• Responsive, and adept at addressing urgent priorities without dropping the ball on other essential tasks
• Gifted communicator, at ease presenting to diverse groups, leading meetings with internal or external teams, and building trusting relationships one-on-one
• Flexibility, comfort with ambiguity, good humor, and a willingness to pitch in and support each other
• Passion for our core values: respect, care for all, learn/teach/grow, deliver excellence, and live our mission of real food for all