Job Title

RESPONSIBILITIES:    Manage all aspects of the Customer Service team and function, as well as all supervisory responsibilities, including, but not limited to, staffing/hiring, performance management, training and development, employment actions, and other similar Human Resources’ activities (e.g., dispute resolution, vacation approvals, approvals for paid, unpaid leave, merit increases, etc.).Evaluate the ongoing effectiveness of the Customer Service team and relevant service and systems. Develop and implement customer service procedures as necessary. Coordinate activities with other departments to meet customer needs.Monitor call statistics (e.g., number of calls, both inbound and outbound, average call length, number of calls escalated, etc.) to assess Customer Service Representative performance against key performance indicators.Coordinate required training for Customer Service Representatives.Determine CSR schedules to ensure adequate coverage of all inbound/outbound customer and Account Executive calls throughout each business day.Assist Customer Service Representatives in escalating inquiries to location functions as needed including operations, replenishment, pricing, and category management.SUPERVISIONCustomer Service RepresentativesRELATIONSHIPSInternal: Customer Service Representatives, Replenishment Leads, Pricing Manager, Warehouse, Transportation, and other division functions, as required.External: Customers, VendorsQUALIFICATIONSEducation/Training: High School diploma or equivalent requiredBachelor’s degree preferred.Related Experience:At least five (5) years of previous customer service experience required.At least two (2) years of previous management experience required.Food service/distribution experience preferred. Previous sales experience preferred, but not required.Knowledge/Skills/Abilities: Strong computer skills including a working knowledge of Microsoft Word, Outlook and Excel required.Strong verbal communication and interpersonal skills and problem-resolution abilities required.Candidate should have a customer service orientation, with the ability to influence and persuade customers to purchase products.  Strong people management skills required.Must also be able to process multiple issues simultaneously, driving them to successful resolution.This role will also receive annual incentive plan bonus.​​Benefits for this role may include health insurance, pre-tax spending accounts, retirement benefits, paid time off, short-term and long-term disability, employee stock purchase plan, and life insurance. To review available benefits, please click here: