Customer Service Manager

POSITION SUMMARY: The Customer Service Manager is responsible for the hiring, training, and supervision of the Customer Service Department. 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.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
• Develops and promotes the department’s goals and objectives through the management of planning and supervising activities.
• Develop, implement, and maintain department procedures. Analyze and identify changes to increase department efficiency and improved service.
• Monitor and analyze CS effectiveness reports (daily, weekly, and monthly) to enhance department efficiency.
• Responsible for overall order entry process – review flow accuracy, ensure cut off times are adhered to, communicate with Sales Management regarding potential issues.
• Communicate sales opportunities to the Sales team in order to maximize sales penetration.
• Ensures prompt and efficient processing of customer orders and correspondence
• Provides day-to-day leadership direction to the Customer Service team including proactive guidance, troubleshooting support, and issue escalation.
• Communicates daily with Sales, Transportation and Customers to review and resolve issues with customer orders.
• Drives accurate and timely resolution of Customer Service inquiries and processes related to customer orders.
• Is thoroughly familiar with and maintains current information on product information, particularly promotional items, low inventory and out of stock situations, substitutions, new items, vendor, and quality issues, forced shipments and conversion and test items.
• Informs other departments of customer complaints or problems. Follows up on resolving these problems, ensuring customer satisfaction.
• Performs other duties as assigned.

QUALIFICATIONS
Education/Experience:
• High School diploma or Equivalent required. Associate’s degree preferred.
• 3 -5 years progressive experience in a Customer Service call center environment or the equivalent combination of education and Customer Service experience required.
• Previous experience dealing directly with customers in the foodservice industry is preferred.
• Leadership or supervisory experience in a customer service function.

Knowledge & Skills:
• Excellent and effective interpersonal and communication (oral, written, telephone etiquette and listening) skills.
• Ability to model superior customer focus and empathy.
• Able to use experience and judgment to plan and accomplish goals.
• Plan and carry out assigned projects, resolve problems within established parameters, coordinate work with others and interpret policies on own initiative.
• Supervise a large staff effectively.
• Research information and analyze data to arrive at valid conclusions for recommending plans of action.
• Prepare reports and present ideas clearly and concisely to all levels of the organization both orally and written
. • Establish and maintain good working relationship with both internal and external clients.
• Work in a fast-paced team environment.
• Basic computer proficiency and experience with Microsoft Office Suite (Word, Excel, PowerPoint)

Here is a sample of the many benefits Sysco Bahamas associates enjoy:
Comprehensive benefits package including Health Insurance, Life Insurance, Defined Contributory Pension Plan, Employee Assistance Program, Unlimited on-line learning through SYSCO Interactive University, Sysco Bahamas product discounts and much more.

We offer our associates the opportunity to grow personally and professionally, to contribute to the success of a dynamic organization, and to serve others in a manner that exceeds expectations.

We are looking for talented, hardworking individuals to join our team.
Sysco’s Values: Rooted in Integrity | Committed to Inclusion | Drive Together | Define Excellence | Grow Responsibly
Purpose: Connecting the world to share food and care for one another.

Get started by applying online at: hr@bahamafood.com Indicate “Customer Service Manager” in the subject line