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Manager, Customer Service II

Company: McLane Company
Location: Rocky Mount
Posted on: September 22, 2022

Job Description:

JOB SUMMARY / GENERAL DESCRIPTION: This position is responsible for developing, coordinating, and maintaining top-notch customer service tactics, customer relations and communication strategies through superior service. It will also play a key role in maintaining the required level of service and customer satisfaction and proactively identifying future improvement opportunities. ESSENTIAL JOB FUNCTIONS / PRINCIPAL ACCOUNTABILITIES: Other duties may be assigned. A teammate in this position must have the ability to: --- Ensure that credits are: 1) processed in a timely manner (97% lag), 2) processed correctly (no duplicates) and 3) coded correctly from an inventory perspective. --- Ensure the process for maintaining customer contact information and files is monitored and information is up to date. --- Manage and coordinate promotions for all chains. Proactively communicate promotional key dates to internal staff and all franchisees/company restaurants with distribution related material. --- Manage (with transportation) the redelivery process to ensure that timely redeliveries are being executed in the most cost efficient manner, with focus on critical items. Make sure that checks and balances are in place for redelivery requests. --- Effectively manage the add-on process to ensure delivery. --- Effectively manage the will-call process. --- Coordinate product allocations in the most cost efficient, customer friendly manner. --- Coordinate the recall procedure for all chains. --- Ensure stores are contacted with changes to delivery times. --- Conduct customer visits. --- Manages 4-6 CSR's and 1 Customer Service Specialist (Exepmt). MINIMUM QUALIFICATIONS AND REQUIREMENTS: A teammate in this position must: --- Have good listening, verbal and writing skills. --- Be proficient in MS Office Suite (Word, Excel, etc.). --- Have great organizational and troubleshooting skills. --- Have a proven history working in a management role. --- Have 3 years experience working with customers at all level. --- Have experience in conflict resolution. --- Be able to work in diverse, fast paced environment. --- Have 2 years experience. A degree is desirable. --- Have presentation skills. WORKING CONDITIONS: --- Office environment

Keywords: McLane Company, Rocky Mount , Manager, Customer Service II, Hospitality & Tourism , Rocky Mount, North Carolina

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