Customer Success Manager

POSITION SUMMARY

Leads the activities related to management of contacts and relationships with external customers as well as the site’s Customer Service Department, which includes providing department level leadership, building strong customer relationships, owning the financial and operating effectiveness of the Department and leading a productive, positive and inclusive workplace culture and climate. This includes, training and supervising customer service associates, in compliance with government regulations and company policies.

• Leads the building and development of customer relations through effective communication (e.g. in person meetings, phone calls, emails; with customers and franchise owners; meets with key customers and performs business reviews as needed and fosters “proactive” communication to Customers regarding delivery delays or product outage situations.

• Provides customer focused distribution and value-added services to customers in compliance with their requirements and within the company’s capabilities; trains external customers on Network website.

• Leads day-to-day Customer Service Department Operations; ensures effective operational effectiveness of the department by overseeing customer ordering, communication and daily closing functions; diagnoses and makes operational improvements as needed.

• Maintains current information on product information, promotional items, low inventory and out of stock situations, substitutions, new items, vendor and quality issues, forced shipments and conversation and test items; ensures other departments receive timely and accurate communication on these items.

• Manages the relationship between the Customer Service department and other departments at the site and well as relationship with our external customers.

• Acts as a coach to other associates, including direct line supervisors to assure their ability to coach their associates; ensures that talent management practices such as staffing needs assessment, coaching and corrective action, development and training and associate retention are effectively delivered.

• Manages customer service associate’s headcount, schedules and individuals’ performance.

• Reviews customer service functions and productivity reporting; suggests efficiency ideas, cost reduction measures and assists with implementation of delivery changes.

• Interprets, trains and consistently enforces company policies, protocols and procedures including but not limited to training on systems, documentation and communication.

• Communicates with Warehouse and Transportation teams to collaboratively resolve any customer or delivery opportunities or issues; visits customer locations and meets with customers to address issues and build relationships.

• Works assigned schedule, exhibits regular and predictable attendance and works outside of the normal schedule as required to meet workload demands. Performs the duties of associates supervised and other related duties as needed (and as qualified).

• High school diploma, general education degree (GED), or equivalent degree; and five to eight years customer service experience and/or training; or equivalent combination of education and related experience.

• Two Year or Four-year college degree in Business Management, Supply Chain Management or similar major and four years’ experience building customer relationships in the food distribution industry is strongly preferred.

• Driver’s License required; must be insurable to operate a vehicle as a condition of initial and continued employment.

• Knowledge of: spreadsheet software and word processing software, customer service.

• Skill in: making independent decisions in support of company policies and procedures in a timely manner.

• Ability to: successfully engage and lead individual and team discussions and meetings; solve practical problems and interpret a variety of instructions furnished in written, oral, diagram, or schedule form; apply all relevant policies in a consistent, timely and objective manner; work in a disciplined manner…