US Foods Customer Service Manager National Sales in Atlanta Metro, Georgia
Supervise, plan, and direct the daily activities of the distribution center's National 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 National 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.
Manage all aspects of the Customer Service team and function, as well as allsupervisory 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 Division, Region, and Corporate functions as needed including operations, replenishment, pricing, and category management.
EOE Race/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Protected Veteran/Disability Status
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 call center management experience required. Food service distribution experience preferred. Previous inside 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.
Primary Location: Atlanta Metro-GA
Schedule: Full-time Shift: Day Job
Job Function: Customer Service
Job Level: Manager