Customer Service Manager

Performance Food Group (New); Glen Allen (VA); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Day 1 Health & Wellness Benefits

Employee Stock Purchase Plan

401K Employer Matching

Education Assistance

Paid Time Off

Job summary

Performance Food Group is seeking a Customer Service Manager in Glen Allen, VA to lead the Customer Service department, ensure prompt and accurate service, and support sales initiatives. You will supervise staff, coach performance, and resolve issues to strengthen customer relationships.

The ideal candidate has 4–6 years of relevant experience, a high school diploma (Bachelor’s preferred), and proven supervisory skills. Weekend coverage may be required to address emergencies or business needs.

Qualifications

• Required Education: High School Diploma/GED or Equivalent Experience.
• Required Experience: 4 - 6 Years in customer service or related field.
• Supervisory/Team lead experience is expected.

Responsibilities

• Supervises associates: staffing, training, coaching and performance management.
• Delivers strong service quality and ensures employees meet customer expectations.
• Provides accurate data and reporting; supports sales initiatives.
• Collaborates with other managers to resolve customer needs.
• Uses the system to provide information, process payments, and run reports.

Skills

Customer Service

Team Leadership

Problem Solving

Education

High School Diploma / GED

Bachelor’s degree (Preferred)

Tools

CRM software

Job description

Company Description:

Performance Foodservice, PFG's broadline distributor, maintains a unique relationship with a variety of local customers, including independent restaurants and hotels, healthcare facilities, schools, and quick-service eateries. A team of sales reps, chefs, consultants, and other experts builds close relationships with customers - providing advice on improving operations, menu development, product selection, and operational strategies. The Performance team delivers delicious food but also goes above and beyond to help independent restaurant owners achieve their dreams.

Job Description:

This position may be required to work weekends and outside of regular business hours as needed to address emergencies or meet business needs.

We Deliver the Goods:

• Competitive pay and benefits, including Day 1 Health & Wellness Benefits, Employee Stock Purchase Plan, 401K Employer Matching, Education Assistance, Paid Time Off, and much more
• Growth opportunities performing essential work to support America's food distribution system
• Safe and inclusive working environment, including culture of rewards, recognition, and respect

Position Summary

Responsible for the management of the Customer Service department, ensuring that customers and Account Managers receive prompt, courteous and accurate service. Manages assigned staff to meet customer needs and enhance customer relationships. Supports sales initiatives that enhance operating company profitability. Functions as a team member within the department and organization, as required, and performs any duty assigned to best serve the company.

Position Responsibilities:

• Supervises associates to include, but not limited to: staffing, training, coaching, performance management and problem resolution.
• Demonstrates a strong service quality commitment through personal example and ensures all employees understand their individual roles in meeting or exceeding internal and external customer expectations.
• Provides effective customer service by answering questions, resolving problems, providing customers with accurate data and reporting.
• Works closely with other employees/managers to resolve problems and effectively meet the customer's needs.
• Uses the computer system to its fullest extent to provide customers with accessible information, properly pays customer payments, and runs query reports. Recommends system enhancements and/or improvements as appropriate.
• Supports the successful achievement of all assigned sales and gross profit objectives.
• Provides appropriate motivation, incentives and environment for Customer Service Representatives (CSRs) to excel.
• Performs other related duties as assigned.

Qualifications:

• Required Education: High School Diploma/GED or Equivalent Experience
• Required Experience: 4 - 6 Years
• Previous customer service, retail and/or cash and carry, sales or warehouse experience.
• Team lead or supervisory experience.

Preferred qualifications:

• Preferred Education: Bachelors
• Preferred Experience: 6 - 10 Years
• Previous customer service, retail and/or cash and carry, sales or warehouse experience within the foodservice industry .
• Supervisory experience.
• Preferred Professional Certification(s): Customer Relationship Management (CRM), Customer Service Manager (CSMC), and / or Customer Service Management (CSM) certificate.

EEO Statement:

Performance Food Group and/or its subsidiaries (individually or collectively, the "Company") provides equal employment opportunity (EEO) to all applicants and employees, regardless of race, color, national origin, sex, marital status, pregnancy, sexual orientation, gender identity, religion, age, disability, genetic information, veteran status, and any other characteristic protected by applicable local, state and federal laws and regulations. Please click on the following links to review: (1) our EEO Policy; (2) the "EEO is the Law" poster and supplement; and (3) the Pay Transparency Policy Statement.