Position Summary:

The Customer Relations Manager (CRM) serves as a liaison between customers and our company!, ensuring a seamless experience that aligns with company values of exceptional service, responsiveness, and integrity. This role combines hands-on customer service, relationship management, and soft sales responsibilities to support active clients in the Georgia delivery area. The CRM is accountable for building lasting relationships, driving new revenue through service and insight, and maintaining a high level of customer satisfaction with retention being the primary goal.

Key Responsibilities:

·        Perform daily contact with clients via phone, email, and on-site visits to provide proactive service and address needs promptly.

·        Respond to customer requests, inquiries, and service needs efficiently and with appropriate follow-through.

·        Provide ongoing customer service and quality control to ensure customer satisfaction and retention.

·        Support new customers during onboarding and ensure a smooth transition to long-term account maintenance.

·        Train and orient customers on the company’s online ordering systems and website tools.

·        Record and maintain up-to-date customer records using the company’s CRM software.

·        Analyze customer buying trends to identify new revenue opportunities within existing accounts.

·        Develop and execute action plans based on client interactions and observations to improve service.

·        Follow and implement marketing schedules, program promotions, and seasonal initiatives in collaboration with the marketing team.

·        Conduct on-site client visits to support relationship development, field-level observations, and order execution.

·        Act as an advocate for the customer - communicating client needs, service opportunities, and feedback across departments.

·        Collaborate closely with Customer Support Specialists, Accounting, Drivers, Procurement, and Warehouse Operations to ensure exceptional customer service.

·        Monitor accounts receivable issues and communicate directly with clients to support resolution and improve collections.

·        Submit weekly activity reports and action plan summaries to the Service Team Manager.

·        Participate in staff meetings, team building, training, and company programs including Safety and Drug-Free Workplace initiatives.

·        Ensure ongoing development of elite customer service and sales skills; specifically striving to meet or exceed customer expectations.

·        Abide by our company's Values and Behaviors.

·        Support and follow our company's Vision, Mission, Pillars, Employee Guidelines, Policies and Procedures.

·        Perform other projects, duties and responsibilities as assigned.

Qualifications:

·        Bachelor’s degree in business, marketing or communications preferred.

·        10 years of proven experience in customer service, account management or sales preferred.

·        Industry experience in food service, childcare or nutrition a strong plus.

·        Demonstrated success in client retention, service recovery, and revenue generation.

·        Must have a valid Georgia driver’s license.

·        Must have a reliable personal vehicle for daily on-site client visits with personal auto insurance coverage that meets company requirements.

·        Must have a qualifying motor vehicle report (MVR) for the past 3 years and have no DUI citation or other major violation within the last 5 years.

·        Ability to physically lift 25-50lbs to periodically load, unload, and deliver products

·        Ability to generate and interpret reports, action plans and sales data.Ability to work collaboratively and independently with strong time management, accountability, and minimal supervision.

·        Professional demeanor with excellent verbal and written communication.

·        Strong interpersonal skills with a customer-first mindset.

·        Proficiency in Microsoft Outlook, Word, Excel, and CRM platforms.

·        Must submit to a criminal background check and meet company hiring guidelines for work within the childcare industry.

·        Must submit to pre-employment drug screening; meeting the requirements of and abiding by all aspects of the Drug Free Workplace Program.

Position Details:

·        Territory: 400+ clients in Georgia.

·        Reports to the Service Team Manager.

·        No direct reports.

·        Daily interaction with internal departments (Customer Support, Drivers, Warehouse Operations, Procurement, Accounting, Marketing, and Executive Team).