Customer Service Manager

About the role

This position is responsible for developing, coordinating, and maintaining top-notch customer service tactics, customer relations and communication strategies through superior service. It will also play a key role in maintaining the required level of service and customer satisfaction and proactively identifying future improvement opportunities.

Responsibilities

• Ensure that credits are: 1) processed in a timely manner (97% lag), 2) processed correctly (no duplicates) and 3) coded correctly from an inventory perspective.
• Maintain the process for maintaining customer contact information and files.
• Manage and coordinate promotions for all chains.
• Proactively communicate promotional key dates to internal staff and all franchisees/company restaurants with distribution related material.
• Manage (with transportation) the redelivery process to ensure that timely redeliveries are being executed in the most cost efficient manner, with focus on critical items.
• Make sure that checks and balances are in place for redelivery requests.
• Effectively manage the add-on process to ensure delivery.
• Effectively manage the will-call process.
• Cook product allocations in the most cost efficient, customer friendly manner.
• Cook the recall procedure for all chains.
• Ensure stores are contacted with changes to delivery times.
• Conduct customer visits.
• Manage 4-6 CSR’s and 1 Customer Service Specialist (Exempt).

Qualifications

• Good listening, verbal and writing skills.
• Proficient in MS Office Suite (Word, Excel, etc.).
• Great organizational and troubleshooting skills.
• A proven history working in a management role.
• Experience in conflict resolution.
• Able to work in diverse, fast paced environment.
• 2 years experience.
• A degree is desirable.
• Presentation skills.
• The ability to read, write, and understand English at a level sufficient to perform job-related tasks effectively and safely.

Benefits

• Medical, dental, and vision insurance.
• FSA/HSA.
• Company-paid life insurance.
• Paid time off begins day one.
• 401(k) Profit Sharing Plan after 90 days.
• Additional benefits: pet insurance, maternity/paternity leave, employee assistance programs, discount programs, tuition reimbursement program, and more!