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C&S Wholesale Grocers, Inc. Manager, Customer Service in Edison, New Jersey

About Our Company

C&S Wholesale Grocers, Inc. , based in Keene, NH, is the largest wholesale grocery supply company in the U.S. and the industry leader in supply chain innovation. Founded in 1918 as a supplier to independent grocery stores, C&S now services customers of all sizes, supplying more than 6,000 independent supermarkets, chain stores, military bases, and institutions with over 150,000 different products. At C&S, We Select the Best® – those with the motivation, pride, and drive to succeed in our fast-paced world.

Working Safely is a Condition of Employment at C&S Wholesale Grocers, Inc. C&S Wholesale Grocers is proud to be an Equal Opportunity and Affirmative Action employer, and considers qualified applicants without regard to race, color, creed, religion, ancestry, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factor under federal, state or local law.

Position Overview

The Manager, Customer Service will manage the day to day operations of customer service team members to deliver an outstanding customer experience to the company's customers. The role will work closely with internal and external partners such as transportation management, warehouse staff / directors, procurement, and account executives located at various locations throughout the company in order to ensure operations operate in accordance with company guidelines and contractual requirements, all the while ensuring outstanding customer service and customer satisfaction. Responsible for designing and implementing improved process and operational policies that supports strategic growth initiatives.

Job Description

Description

  • Responsible for monitoring, maintaining, and achieving department Key Performance Indicators that promote high levels of Customer Satisfaction. This includes, but not limited to, inbound and outbound contact response times, customer SLA requirements, department quality, attendance, and budget adherence.

  • Obtain, monitor, report, and ensure resolution to escalated service issues that impact customer satisfaction. Report daily inbound issues to various operation departments for trend and root cause analysis to improve operations performance.

  • Develop and maintain a strong partnership with the key operational contacts throughout the company and customer to ensure positive communication on all issues that need to be communicated to customers/stores.

  • Support and develop each customer service employee, including on-going training, monthly/quarterly performance assessments, and positive re-enforcement.

  • Direct the department to maintain high levels of morale and responsibility to provide top customer service.

  • Maintain all customer service training manuals and procedural guidelines.

  • Work closely with the Senior Manager to communicate and provide reporting on customer issues/satisfaction and resolution as well as reporting all customer service operational information as it relates to department performance.

  • Travel Required:Yes

Environment

  • Office : Office Temperature (65F to 75F)

Skills

  • Specialized Knowledge : Familiarity with contact center technology, CRM solutions (software), and continuous improvement methodologies preferred

  • Special Skills : Comfort working in ambiguous situations; desire to work directly with customers to resolve issues; excellent communication (verbal and written) skills

  • Physical abilities: :

  • Other: : Supervisory experience preferred

Years Of Experience

  • 5-7 : years of experience preferably in a customer service contact center environment

Qualifications

Bachelor's Degree - General Studies

Shift

Company

C&S Wholesale Grocers, Inc.

C&S Wholesale Grocers, Inc., based in Keene, NH, is the largest wholesale grocery supply company in the U.S. and the industry leader in supply chain innovation. Founded in 1918 as a supplier to independent grocery stores, C&S now services customers of all sizes, supplying more than 6,000 independent supermarkets, chain stores, military bases, and institutions with over 150,000 different products. At C&S, We Select the Best® – those with the motivation, pride, and drive to succeed in our fast-paced world.

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