Customer Service Manager - Cooper-Booth Wholesale Company
Mountville, PA
About the Job
About the Company:
Cooper-Booth Wholesale Company provides full-line, full-service distribution to the convenience store industry in the Mid-Atlantic region. Family-owned and operated for 150 years, we are ranked among the top 20 convenience store distributors in the country. We are committed to delivering best-in-class service through operational efficiency, providing professional representation for our customers, growing our customers' businesses, and providing an innovative, total customer-focused experience through our outstanding team members. We exist to serve our employees and customers. Nothing is more important to our organization than our employees' and customers' satisfaction and their continued success.
Summary of Position:
The Customer Service Manager (CSM) will plan, coordinate, control and integrate the activities of the customer service and inside sales team to maintain and enhance customer relationships while meeting organizational objectives. The CSM will be responsible to maintain staffing levels and training to ensure responsiveness to both the external and internal Cooper-Booth customers. Success is measured through building an efficient, cross trained, customer centric team that embraces and represents Cooper-Booth's best practices and culture.
Essential Duties and Responsibilities include the following. Other duties may be assigned:
- Develop and implement customer service and inside sales policies and procedures
- Define and communicate customer service standards including establishing and tracking KPIs
- Direct the daily operations of the customer service and inside sales team
- Plan, prioritize and delegate work activities to ensure proper functioning of the department
- Manage order process to ensure complete and timely shipping of all orders
- Identify and address staff training, development and coaching needs
- Ensure the necessary resources and tools are available for quality customer service delivery
- Track customer complaint resolution
- Develop, recommend and implement operational strategies to improve quality of service for internal and external customers, productivity and profitability
- Liaise with company management to support and implement growth strategies
- Coordinate and manage customer service projects
- Acts as liaison between internal departments to communicate results and feedback concerning service delivery related concerns
Minimum Qualifications:
- Bachelor's degree from four-year college or university; or five or more years related experience and/or training; or equivalent combination of education and experience
- Proven customer service skills and demonstrated leadership
- At least 2 years' experience in a leadership role, with proficiency in identifying staff training, development, and coaching needs
- Strong organizational and problem solving skills
- Strong general computer skills and ability to learn new software quickly
- Excellent work ethic and dedication to completing the job
- Sales, up-selling and cross-selling experience required
- Excellent communication skills, with the ability to effectively communicate accross language and cultural barriers
- Experience working in wholesale, grocery, tobacco, food service, or other related industry preferred
- Experience establishing and tracking Key Performance Indicators preferred