Customer Service Manager
Oleo-Fats Inc. (OFI)
Job Summary
Customer Service Manager leads and manages the customer service function across B2B and B2C channels, ensuring excellent customer experience through timely complaint resolution, professional communication, and continuous improvement. This role oversees a team responsible for complaint handling, external communication and driving corrective and preventive actions.
Job Description
Oversee the complaint lifecycle to ensure timely and effective resolution
Ensure complaint handling aligns with quality standards and regulatory expectations
Review and approve external communications, especially for B2C complaints
Ensure consistency, accuracy and professionalism in all customer-facing communications
Provide coaching, training, and performance feedback to direct reports
Align team goals with team KPIs and customer satisfaction objectives
Coordinate with Sales & Marketing, Quality Assurance, Manufacturing, Logistics and Distribution to ensure smooth resolution of customer complaints
Facilitate communication across departments to address root causes and avoid recurrence
Monitor trends in customer complaints, feedback, and service metrics to identify improvement opportunities
Implement changes to processes, training, or tools that elevate the customer experience
Qualifications
Bachelor's Degree in Chemistry, Chemical Engineering and Food Technology
5 years experience managing the full customer complaint life cycle in a manufacturing environment
Strong understanding of quality, food safety, and compliance requirements
Ability to analyze complaint data and identify trends and improvement opportunities
Experience leading escalated complaint investigations and corrective actions
Strong leadership and team management skills
Excellent written and verbal communication skills
Effective conflict resolution and customer-focused decision-making
Strong cross-functional collaboration skills
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