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C&S Wholesale Grocers, Inc. Mgr, Customer Service in Keene, New Hampshire

Company Overview

ES3 is an experienced team of third-party logistics experts, saving Consumer Packaged Goods manufacturers significant time and money every day. A pioneer of the collaborative distribution model, ES3 provides solutions across all channels, optimizing its supply network to expedite replenishment. ES3 does this by combining warehousing, mixing, and distribution services under one roof in a multi-manufacturer, collaborative model optimized by advanced technology.

Working Safely is a Condition for Employment with ES3, LLC. ES3, LLC 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

As the Customer Service Manager, you will manage the day to day functions of a small to mid-size contact center while ensuring the highest level of customer care to each of our customers. You 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 our operations operate in accordance with company guidelines and contractual requirements, all the while ensuring outstanding customer service and customer satisfaction. You will be responsible for designing and implementing improved process and operational policies throughout a small to mid-size call center that supports continued sales and customer satisfaction growth, while pursuing cost reduction initiatives.

Responsibilities

  • 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 any escalated service issue that impacts our customer’s satisfaction. Report daily inbound issues to our various operations 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 the customers / stores.

  • Support and Develop each Customer Service employee, including on-going training, monthly / quarterly performance assessments, and positive re-enforcement.

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

  • Maintaining 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 Department operational information as it related to department performance.

  • Maintain, administer, and communicate any customer contractual credit polices. Regulate enforcement / adherence to such polices in accordance with current shrink initiatives.

  • Monitor, adjust, and maintain department payroll to ensure department budget is met.

Qualifications

  • Bachelors Degree Preferred

  • 2-5 years experience in a management role, preferably in a customer service environment

  • Excellent communication skills (written and verbal), experience in training, coaching, development, and supervising

  • Experience in ACD phone systems, call center metrics and reporting is preferred

  • Microsoft Office (Excel, Word, & PowerPoint)

Requisition ID 13198

Company ES3, LLC.

Category Customer Service/Support

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