Search

Job

Service & Support Manager

Posted by
Florida Organic Growers
|
Gainesville, FL
New
|
Published 28 days ago

Florida Certified Organic Growers & Consumers Inc., doing business as Quality Certification Services (QCS) is an accredited organic certifying agent promoting organic, regenerative, and sustainable agriculture. We provide organic and related certification services to crop, livestock, processing, and handling operations throughout the US and around the world. 

We are pleased to announce an opening for a Service & Support Manager who will be tasked with ensuring the delivery of quality organic certification services by promoting customer and employee satisfaction and retention. This position will manage the service and support team and oversee the development and implementation of tools to improve efficiency and positive experience for clients and employees through the organic certification process. Candidates with a positive outlook, excellent customer service skills, and creative and critical thinking are encouraged to apply.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Supervision, Orientation, Evaluation:

  • Direct, supervise and mentor all direct reports and team members.
  • Ensure direct reports and team members receive orientation and appropriate training in accordance with governing regulations and organization standards and required credentials are current.
  • Annually review training logs for all personnel under direct supervision to ensure documentation is maintained and identify any needs for additional training.
  • Accomplishes human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
  • Approve and process time sheets as and leave requests as needed.
  • Evaluate overall productivity and efficiency of the team and program, and ensure evaluations are conducted in accordance with QCS policy.

 

Client Service & Support

  • Oversee the development and implementation of processes to promote customer service and client retention.
  • Manage automated notifications sent to clients via database.
  • Ensure all clients are notified of the availability for cost-share funding and deadlines. Facilitate communication to ensure QCS provides required documents to certified operations.
  • Facilitation notification to clients of changes that may affect their operations, including updated organic standards or QCS policies and procedures and opportunities for public comment.
  • Answer questions from certified operations and applicants regarding the certification process and general agricultural questions regarding organic farming, and handling or processing of organic products.
  • Provide copies of organic certificates and other publicly available information when requested by other certifiers or businesses.
  • Maintain records of customer service complaints.

 

Employee Service & Support

  • Design, implement, and monitor internal practices to promote employee job satisfaction and retention.
  • Oversee planning and implementation of annual staff meetings, trainings, team-building and other continuing education, including logistics for in-person events.
  • Coordinate invitation, agenda, facilitation, and minutes for staff meetings.
  • Evaluate staffing needs and opportunities.
  • Facilitate development of job descriptions for new positions.
  • Post job opportunities and assist managers with the hiring and on-boarding process.

 

Organic Certification Program Support

·        Oversee database revisions to meet accreditation and internal tracking requirements.

·        Facilitate provision of data and documentation requested by management for accreditation and annual reporting purposes in a timely manner.

  • Monitor team activities and customer and employee satisfaction on a regular basis. Report findings and recommendations to management.
  • Facilitate the collection of annual Conflict of Interest & Confidentiality forms for all personnel.


QUALIFICATIONS:

Requires a Bachelor’s degree in organizational development, public affairs, business management, regulatory affairs, or other relevant field of study and a minimum of three years’ experience in a customer service environment. Previous management experience preferred.

 



 

Florida Certified Organic Growers & Consumers Inc., doing business as Quality Certification Services (QCS) is an accredited organic certifying agent promoting organic, regenerative, and sustainable agriculture. We provide organic…

Details at a Glance

  • Time Commitment
    Full Time Schedule
  • Education
    4-Year Degree Required
  • Professional Level
    Professional
Salary
USD $55,000 - USD $60,000
/ year

Benefits

Medical, dental, vision, generous paid time off

Medical, dental, vision, generous paid time off

Location

Remote
Work may be performed anywhere in United States
Associated Location
PO Box 12311, Gainesville, FL 32604-0311, United States

How to Apply

To apply, please submit a resume and cover letter detailing your fit for this position. Preference will be given to candidates who apply by November 29, 2021.

To apply, please submit a resume and cover letter detailing your fit for this position. Preference will be given to candidates who apply by November 29, 2021.

Join Idealist

Sign up today to save your favorite jobs and get email alerts when new ones are posted.