Full-Time

Manager – Customer Srv/Sales

Posted on 1/15/2025

SpartanNash

SpartanNash

1,001-5,000 employees

Food distribution and retail services provider

No salary listed

Senior

No H1B Sponsorship

Norfolk, VA, USA

Category
Sales & Account Management
Required Skills
Word/Pages/Docs
Customer Service
Excel/Numbers/Sheets
PowerPoint/Keynote/Slides
Connection
Connection
Connection
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Requirements
  • 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.
Responsibilities
  • 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.

SpartanNash is a food solutions company that distributes grocery and household products to a variety of customers, including national accounts, independent grocers, and U.S. military commissaries. It operates a large-scale distribution network and owns nearly 200 supermarkets, allowing it to provide fresh produce and its Our Family® brand products across all 50 states and internationally. What makes SpartanNash different is its extensive supply chain capabilities and commitment to a People First culture, which values its employees. The company's goal is to deliver quality food solutions that enhance the lives of its customers.

Company Size

1,001-5,000

Company Stage

IPO

Headquarters

Byron Township, Michigan

Founded

2013

Simplify Jobs

Simplify's Take

What believers are saying

  • SpartanNash's Neighborhood Heroes Program could boost customer loyalty and brand reputation.
  • The acquisition of Markham Enterprises expands SpartanNash's footprint in convenience stores and fuel stations.
  • Increased dividends signal financial stability and attract potential investors.

What critics are saying

  • Leadership changes, like the departure of Masiar Tayebi, may disrupt strategic initiatives.
  • Integration challenges from acquiring Markham Enterprises could impact financial performance.
  • The Neighborhood Heroes Program might reduce profit margins if not offset by sales growth.

What makes SpartanNash unique

  • SpartanNash emphasizes a People First culture, enhancing employee engagement and retention.
  • The company actively supports communities through initiatives like Helping Hands Day and scholarships.
  • SpartanNash operates both food wholesale and grocery retail, offering diverse business segments.

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Benefits

Health Insurance

401(k) Company Match

Life Insurance

Disability Insurance

Paid Vacation

Paid Holidays

Paid Parental Leave

Company News

Myrtle Beach Online
Apr 21st, 2025
SpartanNash names VP of retail operations

In addition, SpartanNash announced in March that Masiar Tayebi would leave his role as chief strategy and information officer on April 11.

Supermarket News
Apr 21st, 2025
Meijer market director heads to SpartanNash as VP of Retail Operations

SpartanNash also acquired the three-unit chain of convenience stores and fuel stations, Markham Enterprises, in October.

PR Newswire
Apr 17th, 2025
Spartannash Hosts Mass Volunteer Event, Packing 500,000 Meals For Families In Crisis

Company celebrates its signature Helping Hands Day in support of nonprofit partner Convoy of Hope with $1.7 million in product donations and a $100,000 check to aid disaster relief effortsGRAND RAPIDS, Mich., April 17, 2025 /PRNewswire/ -- Food solutions company SpartanNash® (the "Company") (Nasdaq: SPTN) advanced its commitment to disaster relief by mobilizing 850 volunteers for its annual Helping Hands Day. This year, the company packed 500,000 meals and 5,000 hygiene kits, an estimated retail value of $1.7 million, to help communities in crisis. Each box packed will feed a family of four for one week and will be distributed by nonprofit partner Convoy of Hope® to disaster-affected areas across the U.S. In addition, Convoy of Hope was presented with a check for $100,000 from the SpartanNash Foundation

Delimarket News
Apr 8th, 2025
SpartanNash Rewards Neighborhood Heroes with New Discount for Groceries; Erin Storm Comments

Food solutions company SpartanNash(R) launched its Neighborhood Heroes Program, a new initiative providing students, educators, active-duty military and veterans, nurses and first responders with an exclusive 50 percent discount on an annual online shopping membership at company-operated stores.

Yahoo Finance
Mar 21st, 2025
Top SpartanNash tech exec to depart

Tayebi joined SpartanNash in April 2021 as executive vice president and chief strategy officer after serving as global head of corporate strategy and business development for appliance maker Whirlpool.

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