Customer Relations Manager

Martin Brower•Lebanon, IL

3d•Onsite

About The Position

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. This role involves resolving customer and/or driver issues or concerns, providing timely responses to customer queries, and entering all customer interactions into the Customer Relationship Manager (CRM) system. The position also requires scheduling restaurant visits, conducting delivery observations, and performing Inventory Management Effectiveness Training (IMET) to help customers improve their food costs. Additionally, the Customer Relations Manager will partner with distribution center leadership to assist with the development of master delivery schedules and serve as the DC liaison during new store/restaurant openings, construction projects, and closings.

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
Successful completion of a background check and drug screening

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