Customer Service Manager

Company Name:
Food Services of America, Inc.
Division/Department: Sales
Work Hours: Minimum 40 hours per week
Position reports to: Vice President of Sales and Marketing
Job Description: Responsible for managing the day to day customer service activities of the branch. Effectively manages the Customer Service Department and provides support to the sales team to ensure the highest levels of customer satisfaction. Provides Customer Service Associates with appropriate training, tools and direction.
Supervises activities of the Customer Service Department
Schedules department labor hours to guarantee meeting cutoff times and provide optimal coverage
Supports Customer Service staff with data entry and telephone coverage for over flow activities and during absences.
Supervises receptionist/switchboard operator and ensures consistent coverage for breaks, lunches and time off
Reviews individual work processes to guarantee that procedures and timelines are followed
In coordination with Associate Services, recruits, interviews and hires for Customer Service Representatives (CSR) and Receptionist positions
Provides onboarding training and continuous training to CSR's and Receptionist positions
Coaches, counsels and disciplines as necessary
Maintains high levels of customer satisfaction by assisting customers with their orders
Provides accurate product information to internal and external customers
Provides reporting for internal and external customers as requested
Reviews requests to credit for procedure, accuracy and coding
Reviews courtesy ship lists for promotions, premiums and makes corrections as required
Coordinates department activities to meet the needs of other departments
Coordinates with the Sales team to provide backup coverage for District Sales Representatives
Takes a proactive approach in customer satisfaction
Recommends workflow changes and areas of responsibility to the VP of Sales
Receives, investigates and responds to customer inquiries and concerns
Receives and coordinates requests for time off
Participates as a member of the safety committee
Communicates any necessary recall information to customers
Other responsibilities and duties as assigned
High School Diploma or equivalent; some college and/or related experience preferred
Five years of experience in the Customer Service field, with at least three years in an office environment and two years of supervisory experience
Two years of experience in the food industry, preferred
Excellent written and verbal communication skills
Ability to read, analyze and interpret reports
Proven track record in developing excellent customer relationships
Basic computer skills in Microsoft Word, Excel, Power Point and Outlook
Ability to pass background investigation and drug screen
Other Skills and abilities:
Strong attention to detail
Ability to effectively present information and respond to questions from both internal and external customers
Proven ability to problem solve in a fast paced, high production environment
Ability to provide accurate, timely information
Able to excel as an effective member of the team
Ability to organize and prioritize workload to meet deadlines
Ability to work independently and make sound decisions
Ability to work weekends when required.
We are an EEO/AA Employer and consider applicants without regard to race, color, religion, sex, national origin, disability, or veteran status.
Date: 2014-03-24
Country: US
State: OR
City: Woodburn
Postal Code: 97071

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