Customer Service Manager

• - Nationwide
• Salary
• Full Time

Oversee customer service team in conjunction with the team leaders. Assist with daily operation of department to ensure efficient and effectiveness. Collaborate with team leaders to train and coach staff. Help develop standards and procedures to improve quality of service and department's function.
Responsibilities: (This list may not include all the duties assigned)
1. Work with Team Leaders to identify and make recommendations for the developmental needs of others and coach, mentor, or otherwise help others to improve their knowledge or skills.
2. Recommend new or improved processes to enhance our services and/or expedite work.
Communicate departmental and company policies, procedures and practices to staff and ensure they are being followed.
3. Monitor, maintain and approve all employees' schedules to ensure department needs are met. Track and approve "Paid Time Off" requests. Plan, prepare, and schedule events, programs, and activities, as well as the work of others, according to workload.
4. Coordinate and provide coverage for team of full time employees, when out of the office or during trainings.
5. Assists Customer Service Representatives when issues escalate, troubleshooting orders, handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
6. Communicate, observe, receive, and otherwise obtain information from all relevant sources, ie. other departments and management to improve services, resolve problems and expedite work.
7. Work with Customer Service, Corporate Client Managers and GenWeb Requests to ensure price increases and other time sensitive client correspondences are sent to distributors, with set procedures in place, via email or US Postal Service.
8. Provide support to several clients as business coordinator.
9. Have working knowledge of all of our top 80 clients.
10. Assist with maintenance of data in Genweb. Set up new clients, distributors, create over rides.
11. Maintain Customer Service list by manufacturer and "J" drive department information.
12. Works with I.T. department to ensure software and office equipment is working
13. Perform special projects and miscellaneous duties as assigned by management.
Basic Position Requirements:
Skills requirements: Accuracy and attention to detail. Strong analytical, and organization skills. Ability to multi-task and work in a multi-faceted fast paced environment and follow through. Maintain high level of professionalism and ability to maintain integrity and confidentiality. Strong customer service skills
Active Listening -- Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Active Learning -- Understanding the implications of new information for both current and future problem-solving and decision-making.
Complex Problem Solving -- Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
Coordination -- Adjusting actions in relation to others' actions.
Critical Thinking -- Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
Fluency of Ideas -- The ability to come up with a number of ideas about a topic (the number of ideas is important, not their quality, correctness, or creativity).
Lead- The ability to coach, train and motivate team members.
Monitoring -- Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
Problem Sensitivity -- The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
Interpreting the Meaning of Information for others -- translate or explain what information means and how it can be used.
Troubleshooting -- Determining causes of operating errors and deciding what to do about it.
Service Orientation -- Actively looking for ways to help people
Stress Tolerance- Maintain effective performance under pressure or adversity.
Time Management -- Managing one's own time and time of others.
Knowledge: Associates Degree, 5+ years team lead experience or equivalent. Administrative and clerical procedures and systems such as Microsoft Office including Word, Excel & Outlook, GenWeb, managing files and records.
Training Required: N/A
Supervisory Responsibilities: Yes – customer service staff.

Working Fast paced office conditions; highly concentrated mental and
Conditions: visual alertness. Major portion of day is spent sitting and talking. Frequent up/down motion to perform duties. Moderate to heavy typing, calculating. Visual acuity. Some travel required.
Equipment / Tools: Calculator, personal computer, telephone, fax, and copier
PLEASE NOTE: Acxion Foodservice Inc. reserves the right to change, modify or add to the duties and essential functions at any time