Supervisor, Customer Service - Retail

Take your career further with McLane!

McLane teammates, the driving force behind our success, are diverse professionals who work together seamlessly to keep our operations running smoothly. As a teammate, you will pair your dedication, expertise, and collaborative spirit with your fellow teammates to serve America’s most beloved brands. McLane leaders think long‑term, act with purpose, and inspire high performance. They lead with accountability, communicate clearly, and drive results through collaboration, innovation, and continuous growth.

They empower each teammate to learn from industry leaders, develop their skills, and build lasting connections nationwide.

Responsible for overseeing the daily operations of the customer service team, ensuring excellent customer service delivery, and maintaining high customer satisfaction levels. Supervise a team of customer service representatives, handle escalated customer issues, and implement process improvements to enhance service quality, supporting world class customer service operations.

• Day 1 Benefits: medical, dental, and vision insurance, FSA/HSA, and 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!

• Support the Sr. Customer Service Manager or the Customer Service Manager as directed.
• Supervise and support the customer service team in their daily tasks and responsibilities by interviewing, scheduling and training staff, and conduct regular team meetings to keep the team informed and motivated.
• Monitor and evaluate team performance, providing feedback and coaching.
• Handle escalated customer inquiries and complaints, ensuring timely and effective resolution.
• Implement and maintain customer service policies and procedures.
• Collaborate with other departments to address customer needs and improve customer satisfaction.
• Prioritize and coordinate the customer service activities for multiple distribution centers.
• Supervise maintenance tasks including but not limited to new group set‑up, group assignment to CSR; customer specific characteristics; service charge review, shelf tags, SHH and test bills, item authorization maintenance.
• Supervise the on‑time performance of distributions including seasonal and cigarette promotions.
• Train customers on various business applications to maximize company value to the organization.
• Coordinate communication both internally and externally; includes new store openings, seasonal route changes, holiday schedules, managing product recalls, major returns, and any out‑of‑date communications received.
• Coordinate business transfers between divisions.
• Supervise and lead department activities to meet the needs of the customer and the division(s) to ensure timely completion.
• Facilitate effective communications within department and with other functions that impact creating great customer experiences.
• When needed, act as a liaison with IT&D when system and phone issues occur that may impact deadline compliance.
• Configure call volume center systems to balance load and meet department objectives.
• Assist customers with more complex issues by handing calls escalated by Customer Service Representatives.
• Prepare and analyze reports on customer service metrics and performance.
• Stay updated on industry trends and best practices in customer service.
• Perform other duties as assigned.

• One or more years of experience in a customer service role with demonstrated supervisory capability.
• High school diploma or equivalent; college degree preferred.
• Excellent written and verbal communication and interpersonal skills.
• Ability to interface with McLane leadership and customers at various levels.
• Strong leadership and supervisory skills.
• Effective organizational and troubleshooting skills.
• Sound McLane and industry business knowledge.
• Ability to handle stressful situations and resolve conflicts effectively.
• Proficient in Microsoft…