Member Services Supervisor

UNIPRO FOODSERVICE INC AND SUBSIDIARIES•Atlanta, GA

55d•$76,000 - $105,000•Hybrid

About The Position

ONLY FULLY COMPLETED APPLICATIONS WILL BE CONSIDERED SUMMARY The Member Services Supervisor leads the Member Services Representative team, overseeing all aspects of UniPro Member Centralized Billing order processing. This role drives the assessment and redesign of ordering workflows, leveraging Microsoft Dynamics 365 and other technology-based tools, to create efficient, automated, and data-driven processes. Key responsibilities include identifying and resolving workflow bottlenecks, implementing technology-driven improvements (such as OCR automation), and collaborating with Category Management, sales (Distributor Members), finance, and IT to ensure solutions meet business needs. The Supervisor also develops training materials and change management plans, supports onboarding, and acts as the departmental lead for technology-driven process improvement initiatives. Similar Titles: Customer Service Supervisor Customer Service Manager

Requirements

High school diploma required, postsecondary education in a related field preferred.
Minimum of 5 years of customer service experience (or equivalent), including at least 5 years in a leadership or supervisory role.
Must possess excellent organizational, accuracy, and communication skills.
Strong interpersonal skills are necessary to work effectively in a team environment.

Nice To Haves

Experience in the food service industry preferred.
Demonstrated experience in process improvement, systems optimization, or workflow automation preferred.
Working knowledge of Microsoft Dynamics 365 or comparable ERP/order management system strongly preferred.
Basic to intermediate proficiency in database management, including Word, Excel, and Outlook.

Responsibilities

Department leader of the team of Member Service Representatives who facilitate all Distributor Member orders, confirmations, pricing adjustments, invoicing, and billing resolutions.
Serves as a “Super-User” for all aspects of the Member Services Representative functions, particularly within Microsoft Dynamics and related systems.
Responsible for onboarding and systems training for new associates.
Responsible for onboarding new Distributor Members to the Centralized Billing (order processing) program until such time the Members’ comfort is achieved (90–150 days).
Responsible for load balancing the individuals on the team on a quarterly basis.
Acts as liaison to Member Services Representatives to resolve order issues, and/or issues associated with any invoiced charges involving product, pricing, allowances, freight, etc.
Contact point to assist Accounts Receivable and Accounts Payable department personnel on all aspects of billing resolutions and “pass throughs.”
Ensure Member & Supplier orders are accurately entered into the UniPro Billing System, including entering manual orders as needed. Review orders, identify, and notify Members of product and supplier shortages as early as possible.
Participates in the coordinated development and execution of departmental goals with the appropriate category leader to meet department objectives.
Assists Category Management Department personnel with the merchandising of new programs and spot buys, maintaining up-to-date pricing, and managing commitment programs.
Leads the assessment and redesign of the current ordering process, leveraging Microsoft Dynamics to create a more efficient, automated, and data-driven workflow.
Analyze the existing end-to-end ordering process within Microsoft Dynamics.
Identify bottlenecks, inefficiencies, and manual workarounds in current workflows.
Design and implement technology-driven improvements using Dynamics functionality, integrations, and automation tools such as OCR technology.
Collaborate with operations, sales, and finance teams to ensure redesigned processes meet business needs.
Develop documentation, training materials, and change management plans for new processes.
Partners with internal stakeholders and IT to identify system enhancements, process gaps, and automation opportunities within the existing Microsoft Dynamics platform.
Act as the departmental lead for technology-driven process improvement initiatives, collaborating with IT and business teams to ensure system enhancements align with operational goals.
Other duties assigned by the Director of Member Services.