Manager, Customer Service

Sysco • Auburndale, FL • 14h ago

JOB SUMMARY

The Customer Service Manager is responsible for the hiring, training, and supervision of the Customer Service Department within the region. Responsible for developing, implementing, and maintaining department objectives. Manages sales support and account support functions within the department to ensure the highest level of customer satisfaction through various customer service activities.

Other areas of responsibility will involve direct communication with external customers, internal colleagues, and other distribution partners coordinating sales and service activities and overall customer service details.

RESPONSIBILITIES

Recruitment, Training, and Supervision :

Recruit and onboard employees for the Customer Service Department.

Develop and deliver training programs to enhance team skills and productivity.

Supervise daily operations and provide leadership and guidance to the team.

Development and Implementation of Department Objectives :

Establish goals and strategies to improve departmental performance.

Monitor progress to ensure alignment with organizational priorities and objectives.

Sales and Account Support Management :

Oversee sales support and account-related activities within the department.

Facilitate seamless coordination between sales and service teams for optimal results.

Customer Satisfaction Management :

Design and maintain processes to provide exceptional customer service.

Address customer concerns, ensuring prompt and satisfactory resolution.

Communication and Coordination :

Collaborate with external customers, internal colleagues, and distribution partners to optimize customer service activities.

Coordinate sales and service functions, ensuring smooth execution of department initiatives.

Communicate with Sales Management to address potential issues proactively and Identify sales opportunities to maximize sales penetration.

Performance Monitoring and Improvement :

Monitor and analyze Customer Service effectiveness reports (daily, weekly, and monthly) through performance reviews and continuous feedback.

Identify areas for improvement to develop, implement, and maintain procedures to enhance efficiency and service quality.

Promote department goals and objectives through strategic planning and supervisory oversight.

Manage the CMP process effectively.

Decision-Making and Problem-Solving :

Make critical decisions independently, including:

Weekly scheduling.

Hiring decisions (90% autonomy) and defining departmental job responsibilities.

Incentive payouts, procedural changes, and implementation of new processes.

EDUCATION

High school diploma or equivalent, valid driver's license with a driving record that meets company insurability standards. Bachelor's degree in Business, Business Administration, Management, Sales, Marketing, Hospitality or Culinary Arts preferred.

EXPERIENCE

2 years of specialty experience or 5 years of relevant industry w/ sales management (managing a portfolio of business and people) experience. Familiarity with sales support and account management processes

SKILLS

Multitasking and Project Coordination : Ability to effectively manage multiple projects and workstreams simultaneously.

Customer Service Expertise :

Familiarity with customer service activities and processes.

Proficiency in managing interdepartmental and cross-departmental communications to ensure smooth operations.

Solid understanding of distribution warehouse operations and logistics.

Technical Proficiency :

Technologically adept, with experience using various tools and resources to enhance efficiency.

Working knowledge of Microsoft Office Suite (Word, Excel, Outlook) is a plus.

Communication Excellence :

Exceptional verbal and written communication skills, with a demonstrated ability to present information clearly and effectively.

Proven ability to address and satisfy customer and colleague needs.

Bilingual proficiency in English and Spanish is highly desirable.

Leadership and Team Management :

Ability to motivate, mentor, and supervise staff effectively.

Experience in managing individuals, including training, development, and disciplinary actions.

Strong decision-making skills to foster team success and handle department dynamics.

Organizational and Crisis Management Skills :

Exceptional organizational skills to prioritize and execute tasks efficiently.

Adept at handling crisis situations with professionalism and composure.

Proven analytical skills for problem-solving, critical thinking, and strategy development.

Customer-Centric Focus :

In-depth understanding of customer needs and a commitment to delivering exceptional service.

Strong ability to resolve customer issues with professionalism and empathy.

Strategic Thinking and Process Optimization :

Expertise in developing and implementing strategies to enhance service performance.

Skilled at analyzing challenges and identifying opportunities for process improvements.

Time Management and Adaptability :

Proven ability to prioritize tasks and manage competing responsibilities effectively.

Resilience in adjusting to evolving customer and organizational needs while staying calm under pressure.

AFFIRMATIVE ACTION STATEMENT:

Applicants must be currently authorized to work in the United States. We are proud to be an Equal Opportunity and Affirmative Action employer, and consider qualified applicants without regard to race, color, creed, religion, ancestry, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factor under federal, state or local law. This opportunity is available through Sysco Corporation, its subsidiaries and affiliates.

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