Customer Service Manager

McLane; Memphis (TN); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

FSA/HSA

Company-paid life insurance

Paid time off from day one

401(k) Profit Sharing after 90 days

Pet insurance

Maternity/paternity leave

Employee assistance programs

Discount programs

Tuition reimbursement

Job summary

McLane is seeking a Customer Service Manager to lead and optimize customer relations and service strategies. You will develop and enforce policies to improve credit processing, data accuracy, and promotions coordination while guiding a team of CSRs and specialists.

You will ensure timely, accurate service delivery and build strong relationships with stores and franchisees, focusing on cost-efficient operations in a fast-paced environment.

Qualifications

• 3+ years experience in customer-facing roles.
• Experience in conflict resolution.
• Able to work in a diverse, fast-paced environment.
• Proficient in MS Office (Word, Excel).
• Experience in a management role.
• 2 years of experience; degree desirable.
• Presentation skills.

Responsibilities

• Ensure credits are processed timely, correctly, and properly coded from inventory perspective.
• Maintain up-to-date customer contact information and files.
• Coordinate promotions for all chains and communicate key dates to staff and franchisees.
• Oversee redelivery with transportation to ensure timely, cost-efficient deliveries.
• Manage add-ons, will-call, and product allocations to optimize cost and customer experience.
• Coordinate recall procedures for all chains.
• Inform stores of changes to delivery times and conduct customer visits.
• Lead a team of 4–6 CSRs and 1 Customer Service Specialist (Exempt).

Skills

Listening skills

MS Office

Organizational skills

Troubleshooting

Management experience

Customer experience 3+ yrs

Conflict resolution

Diversity/adaptable

Degree desirable

Presentation skills

Education

Degree desirable

Tools

MS Office Suite

Job description

Job Description

Take your career further with McLane!

McLane teammates, the driving force behind our success, are diverse professionals who work together seamlessly to keep our operations running smoothly. As a teammate, you will pair your dedication, expertise, and collaborative spirit with your fellow teammates to serve America's most beloved brands. McLane leaders think long-term, act with purpose, and inspire high performance. They lead with accountability, communicate clearly, and drive results through collaboration, innovation, and continuous growth. They empower each teammate to learn from industry leaders, develop their skills, and build lasting connections nationwide.

This position is responsible for developing, coordinating, and maintaining top-notch customer service tactics, customer relations and communication strategies through superior service. It will also play a key role in maintaining the required level of service and customer satisfaction and proactively identifying future improvement opportunities.

Benefits you can count on:

• Day 1 Benefits: medical, dental, and vision insurance, FSA/HSA, and company-paid life insurance
• Paid time off begins day one.
• 401(k) Profit Sharing Plan after 90 days.
• Additional benefits: pet insurance, maternity/paternity leave, employee assistance programs, discount programs, tuition reimbursement program, and more!

What you'll do as a Customer Service Manager:

• Ensure that credits are: 1) processed in a timely manner (97% lag), 2) processed correctly (no duplicates) and 3) coded correctly from an inventory perspective.
• Ensure the process for maintaining customer contact information and files is monitored and information is up to date.
• Manage and coordinate promotions for all chains. Proactively communicate promotional key dates to internal staff and all franchisees/company restaurants with distribution related material.
• Manage (with transportation) the redelivery process to ensure that timely redeliveries are being executed in the most cost efficient manner, with focus on critical items. Make sure that checks and balances are in place for redelivery requests.
• Effectively manage the add-on process to ensure delivery.
• Effectively manage the will-call process.
• Coordinate product allocations in the most cost efficient, customer friendly manner.
• Coordinate the recall procedure for all chains.
• Ensure stores are contacted with changes to delivery times.
• Conduct customer visits.
• Manages 4-6 CSR's and 1 Customer Service Specialist (Exempt).

Qualifications you'll bring as a Customer Service Manager:

• Have good listening, verbal and writing skills.
• Be proficient in MS Office Suite (Word, Excel, etc.).
• Have great organizational and troubleshooting skills.
• Have a proven history working in a management role.
• Have 3+ years experience working with customers at all level.
• Have experience in conflict resolution.
• Be able to work in diverse, fast paced environment.
• Have 2 years experience. A degree is desirable.
• Have presentation skills.

This position requires the ability to read, write, and understand English at a level sufficient to perform job-related tasks effectively and safely. This includes understanding work instructions, safety protocols, and communications essential to the role. The requirement is directly related to the nature of the job and ensures compliance with workplace safety and operational standards.

Fit the following? We want you here!

• Teamwork oriented
• Organized
• Problem solver
• Detailed

Our roadmap. Our story.

We've been forging our path as a leader in the distribution industry since 1894. Building an expansive nationwide network of team members for 130+ years has allowed us to stay agile for our clients across the restaurant, retail, and e-commerce industries. We look to the future and are ready to continue making industry-defining moves by embracing the newest technology into our practices, continuing team member training, and emphasizing our people-centered culture.

Candidates may be subject to a background check and drug screen, in accordance with applicable laws.

All applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

For our complete EEO and Pay Transparency statement, please visit https://www.mclaneco.com/legal/employment/