Customer Service Manager- Stock Yards, Orlando
Company: US Foods
Location: Orlando
Posted on: April 25, 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, VendorsQUALIFICATIONS: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, Executive , Orlando, Florida
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