Customer Service Manager

Bunzl Distribution NA; Dallas (TX); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Medical benefits

PTO (Vacation, Sick, Holidays,Personal

401K with company match

Benefits information on Bunzl Careers

Job summary

Bunzl Distribution NA in Dallas, TX is seeking a Customer Service Manager to lead a team and ensure high service levels across foodservice, grocery, and distribution. This on-site role requires strong leadership, coaching, and process improvement to meet KPIs and policies.

The position emphasizes staff development, collaboration with Sales, Procurement and Operations, and the ability to manage escalations while driving efficiency. Travel is minimal and operations are done in office.

Qualifications

• Requires a high school diploma; bachelor's degree preferred.
• Minimum 5+ years in customer service; 3+ supervisory experience.
• Strong communication and leadership capabilities.
• Experience with distribution or call-center environments is a plus.

Responsibilities

• Lead and develop a team to deliver world class customer service.
• Oversee training and development of supervisors and representatives.
• Monitor performance and ensure compliance with processes.
• Handle escalated customer interactions and resolve issues.
• Collaborate with Sales, Procurement and Operations to improve satisfaction.
• Other duties as assigned.

Skills

Executive-level communication

Leadership & team development

Analytical problem-solving

Planning & organizational skills

Multi-tasking & adaptability

Education

High School diploma or equivalent

Bachelor’s degree preferred

Tools

Microsoft Office

AS400

Job description

The Customer Service Manager is responsible for managing the daily workload to ensure required service volume and quality levels are attained. Administers training and coaching to standard policies, procedures, and best practices. Identifies opportunities for operational improvements and implements solutions. Provides leadership and direction to the Customer Service personnel to ensure that an excellent standard of service is provided to all internal and external customers.

This is an onsite role in our Dallas, TX office; Day shift, M-F.

Responsibilities:

• Lead and develop a team of associates to provide world class customer service to a diverse customer base within the foodservice, grocery and food processor distribution industry.
• Oversee the training and development of Customer Service Supervisors and Representatives to ensure they deliver excellent customer service to internal and external customers.
• Monitor the overall performance of staff to ensure achievement of key performance metrics and compliance with policies, practices and approved customer service processes.
• Responsible for escalated customer interaction on customer problems, concerns and complaints.
• Create processes and complete projects that improve the quality of service delivered to customers while improving efficiency and productivity of the team.
• Function as liaison between Customer Service and other departments (including Sales, Procurement and Operations) to ensure customer satisfaction and operational excellence.
• Other duties as assigned

Requirements:

• High School diploma or equivalent required
• Bachelor’s degree preferred
• 5+ years’ experience in customer service or relevant business experience is required, preferably in a distribution environment
• 3+ previous supervisory experience, preferably in a call center and/or distribution environment
• Must possess executive level communication skills with proficient PC skills to include Microsoft Office
• Minimum of 2+ years' experience in Customer Service Management
• Solid analytical problem-solving skills
• Strong planning, organizational and time management skills
• Team oriented, dependable and a strong leader
• Must be able to multi-task with the ability to change direction quickly and often
• AS400 experience is highly preferred
• Ability to maintain a high level of confidentiality
• Travel required (overnight once or twice a month on average)

The perks of being a Bunzl team member don’t stop at being part of a great team or being valued as our #1 asset. We offer a full range of benefits to help our employees take care of themselves and their families today, tomorrow and for the future.

• Medical, Dental & Vision Benefits effective the 1st day of the month after 30 days
• Paid Time Off - Vacation, Sick, Holidays and Personal Time
• 401K with generous company match
• Additional benefit information can be found on the Bunzl Careers home page under Benefits and Perks.

Bunzl North America is a global leader in the Cleaning & Hygiene, Food Processing, Grocery, Health Care, Non‑Food Retail, and Safety industries. We have grown both organically and through acquisitions to exceed $10 billion in sales. Headquartered in St. Louis, Missouri, Bunzl operates more than 100 warehouses and serves all 50 states, Puerto Rico, Canada, and parts of the Caribbean and Mexico. With more than 10,000 team members and over 400,000 supplies, Bunzl is recognized as a leading supplier across North America—and proudly certified as a Great Place to Work®. At Bunzl, you’ll find Unlimited Potential… Your Career - - Our Future!

Bunzl Distribution offers competitive salaries, a comfortable work environment, and a full range of benefits including a 401k with a company match.

Bunzl Distribution has a tradition of commitment to equal employment opportunity. It is the established policy to attract and retain the best qualified people without regard to race, color, religion, national origin, sex/gender (including pregnancy), sexual orientation, age, disability or veteran status as provided by law.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities