Customer Relations Manager (70% Local Travel)
About The Position
Position Responsibilities: Serve as the primary liaison between customers and the distribution center, responsible for building positive relationships, enhancing customer satisfaction, resolving issues, educating restaurant teams on new programs, and acting as a trusted advisor and brand ambassador Resolve Customer and/or Driver issues or concerns; provide timely responses to any customer queries; enter all customer interactions into Customer Relationship Manager (CRM) system. Assign and follow up for resolution; communicate resolution to all stakeholders. Schedule restaurant visits and conduct restaurant location delivery observations prioritizing restaurant visit with lowest service levels (delivery on-time metric and deliver accuracy metric) Conduct Inventory Management Effectiveness Training (IMET) to help our customers improve their food costs. Offer training and encourage all owner operators to set up classes for their managers Partner with distribution center leadership to assist with development of master delivery schedules. Responsible for communication to owner operator/restaurant managers to gain buy-in and address concerns with schedules Serve as the DC liaison during new store/restaurant openings, construction projects, restaurant/store closings. Partner with team to develop plans to coordinate efficiency/execution of deliveries Other duties as assigned
Requirements
- Bachelor's Degree with 6 plus years of related experience or High School Diploma/General Education Diploma (GED) with 9 plus years of specific experience
Responsibilities
- Serve as the primary liaison between customers and the distribution center, responsible for building positive relationships, enhancing customer satisfaction, resolving issues, educating restaurant teams on new programs, and acting as a trusted advisor and brand ambassador
- Resolve Customer and/or Driver issues or concerns; provide timely responses to any customer queries; enter all customer interactions into Customer Relationship Manager (CRM) system. Assign and follow up for resolution; communicate resolution to all stakeholders.
- Schedule restaurant visits and conduct restaurant location delivery observations prioritizing restaurant visit with lowest service levels (delivery on-time metric and deliver accuracy metric)
- Conduct Inventory Management Effectiveness Training (IMET) to help our customers improve their food costs. Offer training and encourage all owner operators to set up classes for their managers
- Partner with distribution center leadership to assist with development of master delivery schedules. Responsible for communication to owner operator/restaurant managers to gain buy-in and address concerns with schedules
- Serve as the DC liaison during new store/restaurant openings, construction projects, restaurant/store closings. Partner with team to develop plans to coordinate efficiency/execution of deliveries
- Other duties as assigned
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Industry
Merchant Wholesalers, Nondurable Goods
Number of Employees
5,001-10,000 employees
