Customer Service Manager
Company: Family Fare
Location: Jenison
Posted on: August 6, 2022
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Job Description:
At SpartanNash, we deliver "what our guests want, when they want
it - fast and friendly." We take pride in service excellence and
enjoy providing a great customer experience. There are many retail
employers, but not all offer a place where you can learn, grow and
thrive. That s why SpartanNash is a cut above the rest. Location:
1965 Baldwin Street - Jenison, Michigan 49428 Job Description:
Position Summary: This role is r esponsible to manage the customer
service process and for meeting or exceeding the performance
measures established for the assigned customer service team.
Provide oversight to ensure customer issues are addressed in an
accurate and timely manner. Perform root cause analysis on patterns
to address and eliminate trend issues. Here's what you ll do:
Manage the assigned customer service team; provide oversight to
ensure customer issues are addressed in a timely manner.Ensure
customer service team follows issues through to completion and
partners with other departments (i.e., IT, Distribution) as
necessary to ensure communication and status updates of issue
resolution with customer.Delegate, monitor and coordinate
department functions to meet deadlines required by customers and
operations; schedule and organize personnel to accommodate
anticipated workflow.Monitor/document the quality of transactions
processed, incoming and outgoing telephone calls, images reviewed
and provide continuous feedback to staff.Develop effective working
relationships with key customer contacts and maintain customer
contact via telephone, e-mail and written communication to maintain
positive relationship between the Company and the customers.Work to
understand business conditions, future needs, document findings,
and inform sales personnel of potential opportunities.Work closely
with the National Account or Sales team and communicate information
(i.e., orders, pricing issues, late deliveries, etc.) in a timely
manner and work with internal departments to resolve any ongoing
issues.Prepare and distribute reports to customers (i.e.,
late/missing orders, etc.) and research errors and issues to
correct in a timely manner.Monitor issues and work with customers
to maintain positive customer satisfaction.Oversee the maintenance
of the customer service tracking database; ensure customer service
team documents customer inquiries, requests and issues in a timely
and accurate manner.Evaluate the effectiveness of the customer
service operation and the efficient utilization of customer service
equipment; recommend process adjustments, corrective services and
system enhancements to ensure customer satisfaction meets or
exceeds expected service levels.Perform root cause analysis on
patterns of documented inquiries and issues to address and
eliminate trend patterns as applicable.Participate in developing
new customer service policies and procedures and recommend changes
to existing practices as required to improve operations according
to performance indicators or to support changing business
requirements.Communicate, implement and interpret customer service
policies and procedures.Maintain severity level definitions and
ensure team applies consistent sense of urgency to issues
reported.Escalate severe issues regarding customer orders or
service to management and/or IT Customer Support Center Management
as appropriate.Work with management to create best solutions for
customer .Maintain delivery/order schedules and contact information
for shipping locations for national accounts as needed.Responsible
for department management including staffing, training, performance
management and career development of associates, and developing and
monitoring department goals.Develop and monitor department budget
as required.Additional responsibilities may be assigned as needed .
Here s what you ll need: Associate's Degree (Required) in Business
Administration or related field or equivalent combinat ion of
education and/or experience.5 years of customer service experience,
preferably in food distribution industry.Two years of supervisory
experience.Excellent verbal and written communication skills.Strong
ability to listen and elicit information effectively.Excellent
organization, motivation, leadership, and interpersonal
skills.Ability to lead, coach, and mentor staff.Demonstrated
knowledge of customer support activities.Proficient with Microsoft
Office Excel, Word, and PowerPoint. Physical Requirements: The
physical demands described here are representative of those that
must be met by an associate to successfully perform the essential
functions of this job. Reasonable accommodations may be made to
enable individuals with disabilities to perform the essential
functions.May be required to lift and/or move up to 30 pounds
frequently, and up to 50 pounds occasionally. The associate is
required to stand and walk for extended periods of time and may
bend, stoop, twist and turn frequently. While performing the duties
of this position, the employee is subject to a typical retail store
environment (varied temperatures) and is exposed to outside weather
conditions. The noise level in the work environment is usually low
to moderate. Travel requirements vary by assignment.Additional Job
Description Additional Job Description Position Summary:
Responsible to lead the day to day activities of the front end
operations in a retail store, ensuring the guest assistance,
customer service, cashier, and cash office areas are fully staffed,
trained and operating to company standards. Responsible for the
financial aspects of the front end operations of the store. Career
Framework Job Level: RM1 Education: Bachelor's preferred
Experience: 3 years experience/One year supervisory experience
Responsibilities: Supervise non-exempt associates, follow policies
and procedures Solve routine technical and operational problems
Supervises the daily activities of team members, sets priorities
for team to ensure task completion Physical Requirements: The
physical demands described here are representative of those that
must be met by an associate to successfully perform the essential
functions of this job. Reasonable accommodations may be made to
enable individuals with disabilities to perform the essential
functions.May be required to lift and/or move up to 30 pounds
frequently, and up to 50 pounds occasionally. The associate is
required to stand and walk for extended periods of time and may
bend, stoop, twist and turn frequently. While performing the duties
of this position, the employee is subject to a typical retail store
environment (varied temperatures) and is exposed to outside weather
conditions. The noise level in the work environment is usually low
to moderate. Travel requirements vary by assignment.SpartanNash is
a certified Military-Friendly employer. Veterans are encouraged to
apply!We are not able to sponsor work visas for this
position.SpartanNash is proud to take care of the people who take
care of our business through our robust and competitive Total
Rewards benefits package. Learn more here .SpartanNash is an Equal
Opportunity Employer who celebrates diversity and believes
employing a diverse workforce is key to our success. We are
committed to providing equal employment opportunities to all
individuals.Retail2Job Type: Full-time
Keywords: Family Fare, Grand Rapids , Customer Service Manager, Hospitality & Tourism , Jenison, Michigan
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