Customer Service Manager (Blended: Onsite & Remote)

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Posted 10 days ago United States Salary undisclosed
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Job Description

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Supervise, plan, and direct the daily activities of the division's National Customer Service Representatives and monitor and assess their individual performance against key performance indicators, ensuring timely, accurate responses to Account Executives or Managers and customers. Responsible for managing all aspects of the division's Customer Service Representatives' function in support of National Sales, including achieving objectives and executing initiatives that ensure consistent customer service and satisfaction. Resolve escalated issues with orders, delivery dates, service, and/or any other concerns that may arise.

This position has been segmented as blended meaning the work is a combination of onsite and remote/virtual as defined by the role segmentation.


Manage all aspects of the Customer Service team and function, as well as all supervisory responsibilities, including, but not limited to, staffing/hiring, performance management, training and development, employment actions, and other similar Human Resources' activities (e.g., dispute resolution, vacation approvals, approvals for paid, unpaid leave, merit increases, etc.).

Evaluate the ongoing effectiveness of the Customer Service team and relevant service and systems. Develop and implement customer service procedures as necessary. Coordinate activities with other departments to meet customer needs.

Monitor call statistics (e.g., number of calls, both inbound and outbound, average call length, number of calls escalated, etc.) to assess Customer Service Representative performance against key performance indicators.

Coordinate required training for Customer Service Representatives.

Determine CSR schedules to ensure adequate coverage of all inbound/outbound customer and Account Executive calls throughout each business day.

Assist Customer Service Representatives in escalating inquiries to Division, Region, and Corporate functions as needed including operations, replenishment, pricing, and category management.


Customer Service Representatives


Internal: Customer Service Representatives, Division VP of National Sales, National Sales Management, Division Replenishment Leads, Division Pricing Manager, Warehouse, Transportation, and other division functions, as required.

External: Customers, Vendors


Education/Training: High School diploma or equivalent required; Bachelor's degree preferred.

Related Experience: At least five (5) years of previous customer service experience required. At least two (2) years of previous management experience required. Food service/distribution experience preferred. Previous sales experience preferred, but not required.

Knowledge/Skills/Abilities: Strong computer skills including a working knowledge of Microsoft Word, Outlook and Excel required. Strong verbal communication and interpersonal skills and problem-resolution abilities required. Candidate should have a customer service orientation, with the ability to influence and persuade customers to purchase products. Strong people management skills required. Must also be able to process multiple issues simultaneously, driving them to successful resolution.




* EOE Race/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Protected Veteran/Disability Status*