Manager – Customer Srv/Sales

This role is responsible to manage the customer service process and for meeting or exceeding the performance measures established for the assigned customer service team. Provide oversight to ensure customer issues are addressed in an accurate and timely manner. Perform root cause analysis on patterns to address and eliminate trend issues.

Here’s what you’ll do:

• Manage the assigned customer service team; provide oversight to ensure customer issues are addressed in a timely manner. 

• Ensure customer service team follows issues through to completion and partners with other departments (i.e., IT, Distribution) as necessary to ensure communication and status updates of issue resolution with customer.

• Delegate, monitor and coordinate department functions to meet deadlines required by customers and operations; schedule and organize personnel to accommodate anticipated workflow. 

• Monitor/document the quality of transactions processed, incoming and outgoing telephone calls, images reviewed and provide continuous feedback to staff.

• Develop effective working relationships with key customer contacts and maintain customer contact via telephone, e-mail and written communication to maintain a positive relationship between the Company and the customers. 

• Work to understand business conditions, future needs, document findings, and inform sales personnel of potential opportunities.

• Work closely with the National Account or Sales team and communicate information (i.e., orders, pricing issues, late deliveries, etc.) in a timely manner and work with internal departments to resolve any ongoing issues.

• Prepare and distribute reports to customers (i.e., late/missing orders, etc.) and research errors and issues to correct in a timely manner. 

• Monitor issues and work with customers to maintain positive customer satisfaction.

• Oversee the maintenance of the customer service tracking database; ensure customer service team documents customer inquiries, requests and issues in a timely and accurate manner.

• Evaluate the effectiveness of the customer service operation and the efficient utilization of customer service equipment; recommend process adjustments, corrective services and system enhancements to ensure customer satisfaction meets or exceeds expected service levels. 

• Perform root cause analysis on patterns of documented inquiries and issues to address and eliminate trend patterns as applicable.

• Participate in developing new customer service policies and procedures and recommend changes to existing practices as required to improve operations according to performance indicators or to support changing business requirements. 

• Communicate, implement and interpret customer service policies and procedures.

• Maintain severity level definitions and ensure team applies consistent sense of urgency to issues reported. 

• Escalate severe issues regarding customer orders or service to management and/or IT Customer Support Center Management as appropriate. 

• Work with management to create best solutions for customer.

• Maintain delivery/order schedules and contact information for shipping locations for national accounts as needed.

• Responsible for department management including staffing, training, performance management and career development of associates, and developing and monitoring department goals. 

• Develop and monitor department budget as required.

• Additional responsibilities may be assigned as needed.

Here’s what you’ll need:

• Associate’s Degree (Required) Business Administration or related field or equivalent combination of education and/or experience.

• 5 years’ customer service experience, preferably in food distribution industry.

• Two years supervisory experience. 

• Excellent verbal and written communication skills. 

• Strong ability to listen and elicit information effectively. 

• Excellent organization, motivation, leadership, and interpersonal skills. 

• Ability to lead, coach, and mentor staff. 

• Demonstrated knowledge of customer support activities. 

• Proficient with Microsoft Office Excel, Word, and PowerPoint.