Customer Service Manager

Bunzl Career • Dallas, TX

5d • Onsite

About The Position

The Customer Service Manager is responsible for managing daily workload to ensure required service volume and quality levels are attained. The role administers training and coaching on standard policies, procedures, and best practices; identifies opportunities for operational improvement and implements solutions; and provides leadership and direction to Customer Service personnel to ensure an excellent standard of service for internal and external customers. This is an onsite position in the Dallas, Texas office, working a Monday–Friday day shift. Overnight travel is required on average once or twice a month.

Requirements

• High school diploma or equivalent.
• At least 5 years of experience in customer service or relevant business experience.
• At least 3 years of previous supervisory experience.
• At least 2 years of experience in Customer Service Management.
• Executive-level communication skills and proficient PC skills, including Microsoft Office.
• Strong analytical and problem-solving skills.
• Strong planning, organizational, and time-management skills.
• Team-oriented, dependable, and a strong leader.
• Ability to multitask and change direction quickly and often.
• Ability to maintain a high level of confidentiality.
• Willingness to travel overnight, on average once or twice a month.

Nice To Haves

• Bachelor’s degree.
• Experience in a distribution environment.
• Previous supervisory experience in a call center and/or distribution environment.
• AS400 experience.

Responsibilities

• Lead and develop a team of associates to provide customer service to a diverse customer base in the foodservice, grocery, and food processor distribution industries.
• Oversee training and development of Customer Service Supervisors and Representatives.
• Monitor staff performance to ensure achievement of key performance metrics and compliance with policies, practices, and approved customer service processes.
• Handle escalated customer problems, concerns, and complaints.
• Create processes and complete projects that improve service quality, team efficiency, and productivity.
• Liaise between Customer Service and other departments, including Sales, Procurement, and Operations, to support customer satisfaction and operational excellence.
• Perform other duties as assigned.

Benefits

• Medical, dental, and vision benefits effective the first day of the month after 30 days.
• Paid time off, including vacation, sick, holidays, and personal time.
• 401(k) with a generous company match.
• Competitive salary and a comfortable work environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED