B2B Customer Service Manager

Tru Fru
vision insurance, paid time off, 401(k)
United States, Utah, Salt Lake City
Mar 26, 2025
Who are we? Established in 2017, tru fru rapidly ascended the "permissible indulgence" space as a Utah-based company selling one-of-a-kind "better for you" Hyper-Chilled and Hyper-Dried real fruit immersed in premium chocolate to retail outlets nationwide. Winning Most Innovative New Product in 2019 and 2022 in the sweets and snacks categories and climbing the fruit-based snack industry chart at an astounding growth rate, tru fru joined the Mars family of brands in February 2023. We are on a mission to build a legacy with truly remarkable people who can create something special for generations to come! As the *B2B Customer Service Manager, you will play a crucial role in ensuring efficient order processing and customer collaboration. You will be responsible for managing a dedicated Customer Service Representative (CSR) team responsible in providing "best in class" customer engagement and order life cycle management. What you'll do* Servant Leadership: Mentor and empower associates and help them grow and perform at their best. Provide exposure and new learnings to the team. The goal is to create an inclusive environment where everyone can thrive as their authentic self. Customer Interaction: Engage with customers through various channels aiding CSRs in resolving issues or concerns in a timely manner. Problem Solving: Be the voice of the customer in identifying and solving customer problems. Identifying and solving customer problems, including product or service issues, billing discrepancies, and complaints. Internally you will work cross-functionally with Supply, Logistics, Finance, Sales and other departments as needed to come to resolutions. Technical Proficiency: Work in multiple on-line platforms-including ERP systems (SAP), WMS and others. Performance Metrics: Develop and manage CSR team in meeting Key Performance Indicators (KPIs) related to response time, customer service levels, 'On Time in Full', call resolution rate, and more. What you'll bring to tru fru You are... A strong leader with excellent leadership skills Focused on customer satisfaction A natural collaborator You have... Experience building and leading a B2B CSR team in the CPG Industry (5+ years) Strong analytical and technology skills Ability to develop and update Standard Operating Procedures (SOPs) Attention to detail and great time management skills Certain states and localities require employers to post a reasonable estimate of salary range. Actual salary will be based on a variety of factors, including location, experience, skill set, performance, licensure and certification, and business needs. The range for this position in other geographic locations may differ. What tru fru offers - Competitive salary, including a target bonus and an impressive benefits package! Flexible Paid Time Off Excellent health, dental & vision insurance, with options to fit you and your family's needs. Long-term disability and short-term disability insurance Employee Assistance Program (EAP) 401K retirement saving opportunity. Casual office dress code A dynamic, ambitious, indulgently fun work environment! EEO At tru fru, we are committed to an inclusive workplace where diversity in all its forms is championed. tru fru is proud to be an equal opportunity workplace and we are an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants with criminal histories, consistent with legal requirements. If you require special accommodation, please let us know. Privacy Policy Mars and its family of brands is committed to transparency and responsibility in how we handle the personal data entrusted to us by our customers and consumers. To learn more about our privacy policy please followthis link.