Customer Service Manager

Performance Foodservice

Job Description:

We Deliver the Goods:

• Competitive pay and benefits, including Day 1 Health & Wellness Benefits, Employee Stock Purchase Plan, 401K Employer Matching, Education Assistance, Paid Time Off, and much more
• Growth opportunities performing essential work to support America’s food distribution system
• Safe and inclusive working environment, including culture of rewards, recognition, and respect

Position Summary
Performance Foodservice NorthCenter is seeking a dynamic and results-oriented Customer Service Manager to lead our customer service team. The Customer Service Manager will be responsible for ensuring the delivery of outstanding service to our valued customers, resolving issues efficiently, and fostering a customer-centric culture within the organization. This role requires strong leadership skills, excellent communication abilities, and a deep understanding of customer service best practices within a fast-paced distribution environment. The ideal candidate will be proactive, possess strong critical thinking skills, and be dedicated to exceeding customer expectations.

Position Responsibilities:

• Team Leadership and Management:

• Recruit, train, mentor, and supervise a team of customer service representatives.

• Set clear performance expectations, monitor team performance, and provide regular feedback and coaching.

• Develop and implement team schedules to ensure adequate coverage and efficient workflow.

• Foster a positive and collaborative team environment.

• Conduct regular team meetings to communicate updates, share best practices, and address challenges.

• Organize regular department training for both selling skills as well as product knowledge.

• Customer Relationship Management:

• Serve as a point of escalation for complex customer inquiries and complaints, resolving issues effectively and professionally.

• Develop and implement strategies to enhance customer satisfaction and loyalty.

• Proactively identify and address potential customer service issues.

• Operational Efficiency:

• Develop and implement customer service policies, procedures, and standards.

• Monitor key performance indicators (KPIs) such as response times, volume, and customer satisfaction.

• Analyze customer service data to identify trends and areas for improvement.

• Implement process improvements to enhance efficiency and effectiveness of the customer service function.

• Ensure accurate and timely processing of customer orders, inquiries, and returns.

• Cross-Functional Collaboration:

• Establish a strong working relationship with the external sales team.

• Collaborate closely with sales, purchasing, transportation, and warehouse teams to ensure customer needs are met.

• Communicate customer feedback and insights to relevant departments to drive continuous improvement.

• Participate in cross-functional projects to enhance the overall customer experience.

• Technology and Systems:

• Utilize and optimize customer service software and other relevant technologies.

• Ensure the team is proficient in using all necessary systems and tools.

• Identify opportunities to leverage technology to improve customer service efficiency.

• Performs other duties as assigned.

• The Customer Service department has year-round coverage of Sunday-Friday, with the addition of Saturday coverage during peak season. The schedule for this position is normal business hours Monday-Friday, however, some weekend work will be required.

Qualification:

High School Diploma/GED

2 - 4 Years in Customer Service or related areas, managing 5+ people.

Proven ability to lead and motivate a customer service team.

Excellent verbal and written communication skills, including active listening and professional telephone etiquette.

Strong problem-solving and decision-making abilities.

Exceptional organizational and time management skills.

Proficiency in using customer service software and Microsoft Office Suite (Word, Excel, Outlook).

A customer-centric mindset with a passion for delivering exceptional service.

Company description

Performance Foodservice, PFG’s broadline distributor, maintains a unique relationship with a variety of local customers, including independent restaurants and hotels, healthcare facilities, schools, and quick-service eateries. A team of sales reps, chefs, consultants, and other experts builds close relationships with customers providing advice on improving operations, menu development, product selection, and operational strategies. The Performance team delivers delicious food but also goes above and beyond to help independent restaurant owners achieve their dreams.

Awards and Accolades

Performance Food Group and/or its subsidiaries (individually or collectively, the "Company") provides equal employment opportunity (EEO) to all applicants and employees, regardless of race, color, national origin, sex, marital status, pregnancy, sexual orientation, gender identity, religion, age, disability, genetic information, veteran status, and any other characteristic protected by applicable local, state and federal laws and regulations. Please click on the following links to review: (1) our EEO Policy; (2) the "EEO is the Law" poster and supplement; and (3) the Pay Transparency Policy Statement.