Customer Service Manager National Sales
US Foods Inc. - Bensenville, Chicago Metro
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.
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.
Posted: 30+ days ago
