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Citarella - The Ultimate Gourmet Market · 3 days ago

Customer Service Manager

New York, NY

Full-time

Onsite

Senior Level

$90K/yr - $120K/yr

5+ years exp

Citarella is a family-run business known for its commitment to superior quality in gourmet food. They are seeking a Customer Service Manager to oversee daily operations, enhance customer service standards, and engage with very important clients to drive sales and loyalty.

Consumer GoodsE-CommerceFood and BeverageRetail

Responsibilities

Oversee and manage daily operations of the Customer Service department

Develop, implement, and enforce department procedures, policies, and service standards

Maintain accurate records of customer and staff issues, documenting all actions and resolutions

Ensure team members are up to date on company changes and policies, and communicate these updates clearly

Utilize customer data and performance metrics to make informed decisions around staffing, scheduling, and task assignments

Lead by example in ownership of customer complaints, ensuring timely resolution and continuous improvement of service processes

Build and nurture relationships with VICs (Very Important Customers) through personalized service and tailored product recommendations

Actively drive sales through expert product knowledge, consultative selling, and understanding of gourmet trends

Coordinate large catering events, private orders, and corporate gifting in collaboration with internal teams

Maintain a proactive communication strategy with top-tier clients to foster loyalty and repeat business

Achieve and exceed sales goals and KPIs through strategic client engagement and upselling

Collaborate with marketing, events, merchandising, and operations teams to ensure alignment on customer experience initiatives

Consistently challenge existing processes and propose improvements that elevate service delivery and brand consistency

Stay current on product launches, gourmet food trends, and client preferences to provide knowledgeable recommendations and support

Utilize CRM tools to track client interactions, purchase history, and preferences to personalize outreach and service

Qualification

Customer service experienceSales-driven mindsetLeadership experienceMicrosoft Office proficiencyCRM platform experienceFood safety knowledgeRetail food serviceTeam managementCustomer experience focus

Required

Degree level

5+ years of experience in customer service

2+ Proven leadership experience with the ability to manage, coach, and motivate teams

Sales-driven mindset with experience meeting and exceeding performance targets

Proficiency in Microsoft Office- Excel, Sharepoint, One Drive

Technologically savvy with experience using CRM platforms, reporting tools, and internal systems

Professional, polished, and brand-conscious, with a passion for creating memorable customer experiences

Basic understanding of food safety practices and DOA standards

Preferred

Experience with concierge or high-touch client management is a strong plus

Retail Food Customer Service is a plus

Company

Citarella - The Ultimate Gourmet Market

The Citarella Story Established in New York City in 1912, Citarella continues to be a family-run business, celebrating more than 100 years of culinary history.

Founded in 1912

New York, New York, USA

501-1000 employees