Customer Service Manager

Bunzl; Dallas (TX); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Medical, Dental & Vision benefits

Paid Time Off

401K with company match

Benefits and perks information on Bunz

Job summary

Bunzl Distribution is seeking a Customer Service Manager to oversee daily workload and ensure service levels in Dallas, TX. The role focuses on coaching, policy adherence, and driving process improvements to deliver superior service to internal and external customers.

You will lead a team of associates, collaborate with Sales, Procurement and Operations, and ensure KPIs are met while maintaining confidentiality and a high standard of customer care. This is an onsite, day-shift role.

Qualifications

• High School diploma or equivalent required.
• 5+ years’ experience in customer service or distribution environment.
• 3+ years of supervisory experience in call center or distribution.
• Strong communication and analytical skills.

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

Skills

Leadership

Customer service management

Executive communication

MS Office

Education

High School diploma or equivalent

Tools

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
• 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
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.