Customer Service Manager- Stock Yards, Orlando
Company: US Foods
Location: Orlando
Posted on: April 26, 2024
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Job Description:
ARE YOU A CURRENT US FOODS EMPLOYEE? PLEASE APPLY DIRECTLY
THROUGH OUR INTERNAL WORKDAY CAREER SITE. Join Our Community of
Food People! THE STOCK YARDS STORYWe'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.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.SUPERVISIONCustomer
Service RepresentativesRELATIONSHIPSInternal: Customer Service
Representatives, Replenishment Leads, Pricing Manager, Warehouse,
Transportation, and other division functions, as required.External:
Customers, Vendors QUALIFICATIONS: Education/Training: High School
diploma or equivalent required; Bachelor's degree preferred.Related
Experience: At least five (5) years of previous customer service
experience required. At least two (2) years of previous management
experience required. Food service/distribution experience
preferred. Previous sales experience preferred, but not
required.Knowledge/Skills/Abilities: 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.***EOE Race/Color/Religion/Sex/Sexual Orientation/Gender
Identity/National Origin/Protected Veteran/Disability Status***
Keywords: US Foods, Pine Hills , Customer Service Manager- Stock Yards, Orlando, Hospitality & Tourism , Orlando, Florida
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