Customer Service Manager

Bunzl Distribution NA • Farmers Branch, TX

5d • Onsite

About The Position

The Customer Service Manager manages the 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 excellent service for internal and external customers. This is an onsite position in Bunzl’s Dallas, Texas office, working a Monday-through-Friday day shift.

The manager leads and develops associates serving customers in the foodservice, grocery, and food processor distribution industries. The position oversees staff training and development, monitors performance and compliance with customer service processes, handles escalated customer concerns, and develops projects and processes to improve service quality, efficiency, and productivity. The role also acts as a liaison between Customer Service and departments including Sales, Procurement, and Operations. Travel is required, averaging one or two overnight trips per month.

Requirements

• High school diploma or equivalent required.
• At least 5 years of customer service or relevant business experience; distribution experience preferred.
• At least 3 years of previous supervisory experience; call center and/or distribution experience preferred.
• Executive-level communication skills and proficient PC skills, including Microsoft Office.
• At least 2 years of Customer Service Management experience.
• Solid 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, averaging one or two overnight trips per month.

Nice To Haves

• Bachelor’s degree preferred.
• AS400 experience highly preferred.
• Customer service or supervisory experience in a distribution environment preferred.
• Supervisory experience in a call center preferred.

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 against key performance metrics and ensure compliance with policies, practices, and approved customer service processes.
• Handle escalated customer problems, concerns, and complaints.
• Create processes and complete projects that improve customer service quality, team efficiency, and productivity.
• Serve as a liaison between Customer Service and other departments, including Sales, Procurement, and Operations.
• 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.

What This Job Offers

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