Overview

JOB SUMMARY: Supervises the day-to-day activities of the Customer Service team to ensure timely responsiveness to product, delivery, and promotion inquiries and problem resolution.

Responsibilities

ESSENTIAL FUNCTIONS:

• Supervises Customer Representative and Customer Service Coordinators to ensure effective communication and collaboration between QCD, its’ customers, and vendors regarding routing, promotional activities, new store openings, and other aspects of customer service. (35%)

• Oversees distribution projects such as computer conversions, service level changes, customer requests, and surveys to meet customer needs. (20%)

• Assist in market-wide and occasional route changes to ensure restaurants are informed in a timely manner. (20%)

• Responds to customer complaints and other issues to resolve problems quickly and thoroughly or to forward them for appropriate resolution. (15%)

• Performs the work of Customer Representatives, as required, to ensure completion of all work tasks in the event of a staffing shortage. (5%)

• Analyze metrics/data to determine root cause for correction to increase performance and customer satisfaction. (5%)

• Assist in providing associate training as needed. (5%)

• • Attends customer meetings to build and maintain strong customer relations. (5%)

• Performs other related and assigned duties as necessary.

Qualifications MINIMUM QUALIFICATIONS: Education and experience equivalent to: Education/Certification: High school diploma or equivalent Experience: 3 to 6 years of relevant work experience in customer service Supervisory experience required. Strong ability to multi-task Experience streamlining and enhancing systems and procedures Knowledge, Skills and Abilities Knowledge of (B/basic; J/journey; E/expert):

• Supervisory concepts and techniques (J)

• Order processing concepts and procedures (J)

• Storage and shipment of food or allied products (J)

• Routing concepts and techniques (J)

• 10-key (B)

• Products (B)

• Promotions (B)

• Customer service concepts and techniques (B)

• PC word processing/spreadsheet software applications (B)

  Skill and ability to:

• Supervise and motivate employees in a team-based environment

• Communicate and coordinate effectively with internal and external customers verbally and in writing

• Interpret routing or delivery anomalies and identify appropriate solutions

• Resolve customer complaints effectively and efficiently

• Work independently

• Work effectively in a general business environment, with a focus on high levels of quality and customer service

• Travel via airplane and drive an automobile

• Act in accordance with GSF’s Values and Creed

  LEADERSHIP/MANAGEMENT RESPONSIBILITY

  Supervises Customer Representatives and Customer Service Coordinators.

  PERFORMANCE CATEGORIES

• Productivity/quality standards: accuracy, timeliness, thoroughness

• Productivity/quality standards: customer service/satisfaction and responsiveness

• Budget

• Employee development

• Customer and vendor relations

• Teamwork within the department and across departments

• Project/assignment standards

LocationUS-FL-Apopka

Job ID 2024-19399

Category Customer Service