Customer Service Manager

Sysco; Oak Creek (WI); On-site; USD 60,000 - 85,000; Full time

Job summary

Sysco in Oak Creek, WI seeks an experienced Customer Support Supervisor to lead day-to-day operations of the call center, guide staff, and ensure service agreements are met. You will recruit, train, coach, schedule, and evaluate team members while collaborating with internal teams to resolve inquiries related to orders, billing, pricing, and portals.

The ideal candidate holds a high school diploma or GED (associate degree preferred) and 3–5 years in a call center or customer service leadership

Qualifications

• 3-5 years of progressive call center experience or 2+ years with Associate's degree.
• Leadership or supervisory experience in customer service.
• Strong interpersonal and written/oral communication skills.

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.
• Drive accurate and timely resolution of Customer Support inquiries related to orders, billing, pricing, and the customer portal.
• Recruit, select, orient, training, leading and coaching, developing, and disciplining Customer Support staff.
• Administer scheduling systems and time management processes.
• Communicate job expectations and organize, monitor, and review evaluations.

Skills

Leadership & coaching

Interpersonal communication

Problem solving

Project management

Reporting & analytics

Team collaboration

MS Office proficiency

Education

High school diploma or GED

Associate's degree preferred

Tools

Microsoft Office Suite

Job description

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.

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