Customer Service Manager

DLF North America is currently recruiting for a Customer Service Manager for our operation located in Albany, Oregon. DLF Group is the world leader in the development and sale of high-quality grass seeds for the agricultural and (professional) lawn market. By continuously developing new innovative varieties and products, and with a strong focus on quality and reliability, DLF Group offers demonstrable value to the business of their customers and other relationships. DLF North America SBU, is one of our four Strategic Business Units. DLF employees are characterized by a high level of competency, passion, and commitment. In everything we do we act with respect, trust and integrity. Come grow with DLF! Join a winning team! Check us out www.dlf.com (Global) & www.us.dlf.com (USA) & www.ca.dlf.com (CA) & visit our careers page at careers.dlf.com. About the job The Customer Service Manager drives excellence across customer service operations through leadership, structured processes, and continuous improvement. The role leads team development, customer experience programs, and operational execution while ensuring systems and technologies are effectively utilized to support customer and business outcomes. Working closely with Sales, Planning, Production, Inventory, and other functional teams, the Customer Service Manager ensures customer requirements are met while supporting scalable and standardized business practices aligned with future organizational growth. Essential Duties and Responsibilities: Team Leadership & Development Lead and develop a high-performing customer service team, creating a collaborative and customer-focused environment. Recruit, onboard, and develop team members to ensure capability aligns with current and future business needs. Establish performance expectations and objectives, providing coaching, mentoring, and ongoing feedback. Conduct regular performance discussions and development planning activities. Recognize and celebrate achievements while fostering accountability and continuous improvement. Promote a positive team culture that supports engagement, adaptability, and operational excellence. Ensure resources are appropriately structured and aligned to seasonal and operational demands. Customer Experience Develop and champion customer experience strategies aligned with business objectives. Partner with cross-functional teams to improve customer journeys and overall customer satisfaction. Utilize the Net Promoter Score (NPS) process and associated metrics, identifying trends and improvement opportunities. Monitor and analyze customer feedback, satisfaction measures, retention metrics, and loyalty indicators. Prepare and communicate customer experience insights and recommendations to leadership teams. Develop and maintain customer service standards and operating guidelines to ensure a consistent customer experience. Promote customer-centric behaviors and best practices throughout the organization. Identify emerging customer experience trends and attend relevant industry events and forums to support continuous learning and innovation. Operational Effectiveness Ensure the team provides proactive and effective communication regarding product availability, supply risks, and customer impacts. Provide recommendations and feedback to improve operational performance, including participation in seasonal and post-season reviews. Ensure processes are in place to deliver products that meet defined quality and specification requirements. Monitor inventory levels and work closely with Planning and Procurement teams to ensure supply requirements are understood and actioned. Support inventory-related activities including retesting programs, inventory optimization initiatives, and coordination of surplus or out-of-spec inventory activities. Ensure freight activities are effectively coordinated and consolidated to optimize cost and customer outcomes. Monitor service performance and identify opportunities to improve operation…

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