Selling - Customer Service Manager

Union City, CA, United States

At Chefs Warehouse we are an industry leader in food distribution!

We have a distinct competitive advantage in serving our customers because of our extensive selection of distinctive and hard-to-find specialty and center-of-the-plate food products,

**Enticing Appetizers:**

***A culture that is full of flavor and inviting*** ! Creating an environment of belonging, where everyone is welcome!

Delivering our best in everything we do

We are committed to high quality food and dedicated to a positive team culture.

**Divine Entrees:**

Paid Vacations, Paid Holidays

Health, Dental and Medical Benefits

Weekly pay

Life Insurance

5% above cost for our high-quality food products

Employee discounts for travel and events.

401k

The icing on the cake.

The safety of our employees is our priority!

WE have created essential guidelines to assure we are following CDC regulations!

Summary: Maintains customer satisfaction by providing problem-solving resources; managing staff. Determines customer service requirements by maintaining contact with customers ; visiting operational environments; conducting surveys; identifying patterns, investigating and recommending resolutions to issues and proactively preventing re-occurrences; benchmarking best practices

JOB RESPONSIBILITIES

Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing efficiency, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.

Meets customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.

Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.

Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.

Analyzes RoadNet information to improve customer service, route efficiencies, fuel cost, average times per stop, collecting and dissecting driver feedback in order to recommend customer focus drivers best practices procedures, evaluates return on investment margins for customers and routes, reviews warehouse operational reports and service cloud reporting ( once implemented)

Responsible for budgets and overseeing the scheduling of routing and dispatch departments.

Create forecast for warehouse and transportation based on reports generated through RoadNet analyst

Review performance of hot listed customers and work as liaison with sales and routing on improvements.

Review all major,* as opposed to routine, customer complaints.

Create Corrective Action Forms for all major* customer complaints.

Coordinate completion of the corrective action forms between all necessary departments and customer involved in the complaint.

Ensure customer complaint is answered and corrective actions are communicated to the customer

Ensure completion of the 30 day follow up in the corrective action form with the customer and communicate customer information with appropriate departments. If necessary extend and

Monitor corrective action ensuring full satisfaction of the customer.

Weekly review with sales managers regarding new customers coming on board, changes in any customer levels of priorities, any unresolved customer issues during the week.

Develop list of FAQ of customers and proper SOP for handling these inquiries. (i.e. How should we handle an eta request from a customer)

Compile a report on sales and customer errors for review by sales managers.

Review and analyze defect report for patterns with certain customers and or drivers and initiate corrective measures. Coordinate these measures and act as liaisons between customer/sales and operations

Contact customers that show patterns of errors to review returns and work towards correction.

*Major is defined as any customer issue that requires further investigation and possible involvement of multiple departments.

Qualifications:

Skills/Qualifications: Customer Service, Process Improvement, Decision Making, Managing Processes, Staffing, Planning, Tracking Budget Expenses, Analyzing data , SOP, Traffic or Dispatching Experience a plus, Bilingual Spanish strongly desirable.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

* Excellent interpersonal skills and a collaborative management style.

* A demonstrated commitment to high professional ethical standards and a diverse workplace

* Excellent people manager, open to direction and

* Collaborative work style and commitment to get the job done

* Ability to challenge and debate issues of importance to the organization.

* Ability to look at situations from several points of view

* Persuasive with details and facts

* Delegate responsibilities effectively

Education/Experience:

Bachelors Degree in Business or related field.A minimum of 5 years of Customer Service Management experience in Call Center environment, Transportation or Retail

Language Ability:

Bilingual in English/Spanish.Ability to read, write emails and engage customers in a resolution oriented dialogue

Math Ability:

Basic math skills with addition, subtraction and multiplication. Ability to analyze numbers, patterns, and interpret reports, financials.

Reasoning Ability:

Ability to define problems, collect data, establish patterns from facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Computer Skills:

To perform this job successfully, an individual should have an advance level of expertise using Microsoft Word and Excel.Ability to use RoadNet Telematics, GeoTab, AS400, RoadNet Rick, Nextel Phones is strongly desire

Certificates and Licenses:

None, but must have had exposure to AIB Audits and warehouse HAACP Codes

Supervisory Responsibilities:

Experience supervising at least five or more employees. Able to accomplish customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand and walk. Specific vision abilities required by this job include Close vision, Distance vision, Peripheral vision, Depth perception and Ability to adjust focus.

The above job description is not intended to be an all-inclusive list of duties a

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