Customer Service Manager - Stock Yards Charlotte

US Foods•Mint Hill, NC

34d•$60,000 - $90,000

About The Position

Join Our Community of Food People! THE STOCK YARDS STORY We've been providing chefs with expertly cut and portioned beef and pork for over 120 years, based on rigid meat-selection criteria, precise beef aging and expert trimming. Whatever your need, from white-linen presentation to casual family dining, our procurement experts will find the best-quality options that work for your budget and pack-size needs, carefully selected from our extensive meat assortment. Supervise, plan, and direct the daily activities of the location's Customer Service Representatives and monitor and assess their individual performance against key performance indicators, ensuring timely, accurate responses to Account Executives or Managers and customers. Responsible for managing all aspects of the division's Customer Service Representatives' function in support of Sales, including achieving objectives and executing initiatives that ensure consistent customer service and satisfaction. Resolve escalated issues with orders, delivery dates, service, and/or any other concerns that may arise.

Requirements

High School diploma or equivalent required
At least five (5) years of previous customer service experience required.
At least two (2) years of previous management experience required.
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.

Nice To Haves

Bachelor's degree preferred.
Food service/distribution experience preferred.
Previous sales experience preferred, but not required.

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.