Description
TSN, a Bunzl company is seeking a Customer Service Manager to lead our customer service team. As a leading provider of operating supplies and retail goods to convenience store wholesalers and retailers, we offer thousands of products to the market, including foodservice disposables, retail carry-out bags, and sanitation and cleaning supplies.
At Bunzl, we know that our employees are our number one asset. We seek to recruit and retain the right people who are passionate about our business and we provide opportunities for our employees so that they may progress within our company based on their talents, experiences, and their aptitude.
The Customer Service Manager position will maintain optimal service levels while keeping operating cost low and minimizing risk to the organization. This will be done by utilizing excellent, in-depth knowledge of company systems, well defined processes that are effectively enforced, and continued development of each team members within the Customer Service Department.
Responsibilities:
Leadership and Oversight of Customer Service Operations
Ensure continued development and implementation of processes and procedures resulting in operational effectiveness and efficiencies.
Monitor performance to ensure SLA's are met and customer satisfaction is achieved.
Maintain an in-depth working knowledge of systems and processes.
Document and communicates to leadership opportunities for systemic solution.
Responsible to identify and document bugs or issues within the system for resolution.
Make employment decisions.
Set performance standards to meet service goals.
Conduct all training and continuing education for the Customer Service Team in order to achieve high performance. Structures the training agenda for team members.
Accountable for compensation and performance management, including completion of semi-annual and annual reviews
Communicate and keep Customer Service abreast of new initiatives and/or events that are impactful to the team; communicate feedback to leadership regarding service failures or customer concerns.
Provide feedback to Operations team to ensure all customers have accurate and timely information on order status and/or changes.
Work continually towards self-development to stay current on customer service, sales and supervisory procedures and practices.
Act as a resource in resolving customer issues brought to the Department y utilizing excellent process knowledge and strong skills in negotiating and selling.
Develop and implements best practices to build a competitive advantage.
Utilize systems and data to track and improve results.
Responsible for the fiscal budget for the department.
Drive improved customer satisfaction through open communication.
Support and drive ongoing change within the organization.
Ensure compliance with company policies and procedures.
Working closely with other departments such as sales, sourcing, and accounting to ensure a cohesive approach to customer service and to address any cross-functional issues.
Strategic thinker and leader
Resolve pricing situations encountered during customer transactions
Advanced troubleshooting and multi-tasking skills
Work with customers and sales personnel to understand order requirements.
Resolve shipping discrepancies and errors
Weekly review of past due drop ship orders.
Set up and facilitate orders that process through a 3rd party company via EDI.
Daily review of customer shorted orders and items.
Act as a back-up to Customer Service Representatives as required
Monitor and maintain backhaul allowances as needed.
Review and approve quarterly customer returns ensuring they meet policy.
Requirements:
Bachelor's degree in Business Administration or similarly related field or equivalent combination of education and experience preferred.
5+ years of experience in customer service or relevant business experience is required; preferably in a C-Store distribution environment.
Must possess executive level communication skills with proficient PC skills to include Microsoft Office
Must have solid analytical problem solving skills
Must possess strong planning, organizational and time management skills, as well as strong problem solving skills
Must be team oriented, dependable and a strong leader
Must be able to multi-task with the ability to change direction quickly and often
AS400 experience is highly preferred
Must be able to maintain a high level of confidentiality
Demonstrated ability to lead people and get results.
Passionate, high energy, hands-on leader who has the skills to lead in a high growth environment with rapid change.
Organizational agility and ability to effectively delegate and hold personnel accountable.
Ability to build relationships, trust and credibility.
Ability to communicate effectively, both verbally and in writing, with all levels of Company personnel and outside suppliers and clients.
Customer Service systems development and deployment.
What's In It For You?
The perks of being a Bunzl team member don't stop at being part of a great team or being valued as our #1 asset. We offer a full range of benefits to help our employees take care of themselves and their families today, tomorrow and for the future.
Medical, Dental & Vision Benefits effective the 1st day of the month after 30 days - Minimum 30 hours per week
Paid Time Off - Vacation, Sick, Holidays and Personal Time
401K with generous company match
Additional benefit information can be found on the Bunzl Careers home page under Benefits and Perks.
Salary: $65 - $80K per year based on experience, education and geographic location.
Annual Bonus Program
So, what are you waiting for? A new career awaits you with endless opportunities.
Bunzl is a global leader in the Cleaning & Hygiene, Food Processing, Grocery, Health Care, Non-Food Retail, and Safety industries. We have grown both organically and through acquisitions to sales in excess of $10 billion. Bunzl North America is headquartered in St. Louis, Missouri. Bunzl North America owns and operates more than 100 warehouses and serves all 50 states, Puerto Rico, Canada and parts of the Caribbean and Mexico. With more than 5,000 employees and 400,000 plus supplies, Bunzl is regarded as a leading supplier in North America.
Bunzl Distribution offers competitive salaries, a comfortable work environment, and a full range of benefits including a 401k with a company match.
Bunzl Distribution has a tradition of commitment to equal employment opportunity. It is the established policy to attract and retain the best qualified people without regard to race, color, religion, national origin, sex/gender (including pregnancy), sexual orientation, age, disability or veteran status as provided by law.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
