Customer Service Manager

Greco and Sons, Inc.; Oak Creek (WI); On-site; USD 65,000 - 90,000; Full time

Job summary

Greco and Sons, Inc. is seeking a Customer Support Manager to provide day-to-day leadership for the support team. You will guide staff, coordinate activities, and ensure service levels are met while driving timely resolution of inquiries across orders, billing, pricing, and the customer portal.

You will recruit, train, and develop personnel, manage scheduling and performance reviews, and enforce company policies. Leadership in a fast-paced foodservice environment is preferred.

Qualifications

• Bachelor-level experience in customer service leadership is not required but preferred.
• Experience leading a call center and supervising staff is expected.
• Proven ability to monitor performance against service level agreements and KPIs.

Responsibilities

• Provide day-to-day leadership direction to Customer Support staff including proactive guidance, troubleshooting support, and issue escalation.
• Delegate work and coordinate activities of staff members and teams.
• Monitor Customer Support call center performance against stated service agreements.
• Process feedback and complaints.
• Drive accurate and timely resolution of Customer Support inquiries and processes related to ordering, billing, pricing, and the customer portal.
• Recruit, orient, train, coach, develop, and discipline staff as needed.
• Administer scheduling systems and time management processes.
• Communicate job expectations.
• Organize, monitor, appraise and review job evaluations.
• Plan and review compensation actions.
• Enforce policies and procedures.

Skills

Interpersonal communication

Customer focus

Team leadership

Problem solving

Microsoft Office

Education

High school diploma or GED

Associate's degree preferred

Tools

Microsoft Office

Job description

• Provide day-to-day leadership direction to Customer Support staff including proactive guidance, troubleshooting support, and issue escalation.
• Delegate work and coordinate activities of staff members and teams.
• Monitor Customer Support call center performance against stated service agreements.
• Process feedback and complaints.
• Drive accurate and timely resolution of Customer Support inquiries and processes related to, but not limited to, order entry, order modification, customer billing and payments, pricing, reporting, and the customer portal.
• Perform daily Customer Support call center staff responsibilities and other management responsibilities (as necessary).
• Execute daily Customer Support objectives by recruiting, selecting, orienting, training, leading and coaching, developing, and disciplining Customer Support staff.
• Administer scheduling systems and time management processes.
• Organize, monitor, appraise and review job evaluations.
• Plan and review compensation actions.
• Enforce policies and procedures.

Responsibilities

• Provide day-to-day leadership direction to Customer Support staff including proactive guidance, troubleshooting support, and issue escalation.
• Delegate work and coordinate activities of staff members and teams.
• Monitor Customer Support call center performance against stated service agreements.
• Process feedback and complaints.
• Drive accurate and timely resolution of Customer Support inquiries and processes related to, but not limited to, order entry, order modification, customer billing and payments, pricing, reporting, and the customer portal.
• Perform daily Customer Support call center staff responsibilities and other management responsibilities (as necessary).
• Execute daily Customer Support objectives by recruiting, selecting, orienting, training, leading and coaching, developing, and disciplining Customer Support staff.
• Administer scheduling systems and time management processes.
• Communicate job expectations.
• Organize, monitor, appraise and review job evaluations.
• Plan and review compensation actions.
• Enforce policies and procedures.

Qualifications

Education

• High school diploma or General Education Development (GED) or equivalent.
• Associate's degree preferred.

Experience

• 3-5 years' progressive experience in a call center environment, or Associate's degree and at least 2 years' directly related experience in a customer service function.
• Previous experience dealing directly with customers in the foodservice industry preferred.
• Leadership or supervisory experience in a customer service function.

Professional Skills

• Excellent and effective interpersonal and communication (oral, written, telephone etiquette and listening) skills.
• Ability to model superior customer focus and empathy.
• Able to use experience and judgment to plan and accomplish goals.
• Plan and carry out assigned projects, resolve problems within established parameters, coordinate work with others and interpret policies on own initiative.
• Supervise a large staff effectively.
• Research information and analyze data to arrive at valid conclusions for recommending plans of action.
• Prepare reports and present ideas clearly and concisely, both orally and in writing, to all levels of the organization.
• Establish and maintain good working relationships with both internal and external clients.
• Work in a fast-paced, team environment.
• Basic computer proficiency and experience with Microsoft Office Suite (Word, Excel, PowerPoint).

The above information on this description has been designed to indicate the general nature and level of work performed by associates within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of associates assigned to this job.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.