Customer Service Manager - BUNZL
St. Louis, MO
About the Job
Description
The Customer Service Manager will provide leadership and management to all members of the customer service team for Bunzl Distribution. This role will coordinate with team members in multiple locations, and providing direct support to the Account Team (National Account Managers and Sales Operations). The Customer Service Manager is responsible for delivering measurable results that achieve or exceed company objectives with respect to timely and accurate responses delivered to the customer and overall customer satisfaction. Additionally, the role works directly with all internal distribution departments (warehouse operations, finance, etc.) to drive all open issues to closure.
_Responsibilities:_
+ Be a role model for Bunzl’s company culture
+ Lead, manage, inspire and hold all direct reports accountable
+ Develop, mentor, and train team providing appropriate documentation, direction, and resources needed to support success
+ Provide oversight and establish priorities for team members in order to support desired outcomes
+ Monitor and re-allocate staffing resources as needed to support desired outcomes
+ Design and maintain accuracy of on demand reporting per established process (maintain integrity of data from customer service team)
+ Maintain and enforce processes including usage of all recommended software and tools per established criteria
+ Maintain file saving procedures and enforce procedures across team.
+ Identify need for revisions to process and procedure and take action to revise as needed
+ Be a proactive liaison to other management team colleagues (Sales, Inventory Management, Warehouse Operations, Finance, etc.)
+ Effectively manage and assist SCRs with direct customer communications related to daily account activity (responsive, positive, polished, drive to closure, confirm customer is satisfied with outcomes, etc.)
+ Resolve escalated open issues to conclusion, provide updates to the client daily until issue is resolved
+ Proactively enforce maintaining accuracy in all relevant data sets across customer service team
+ Lead team meetings
+ Supplier/contract management and/or internal escalation to appropriate departments for customer service software and hardware.
_Education and Requirements:_
+ High School diploma required.
+ Bachelor’s Degree preferred.
+ Customer service supervisor or management experience required
+ Experience managing a call center required.
+ Retail or supply chain industry experience a plus.
+ Computer literate, including MS Word, Excel, Outlook email required
+ AS/400 and Cisco call center platform experience a plus.
+ Ability to effectively communicate both orally and in written form with management, internal and external customers.
+ Demonstrate the ability to anticipate and solve practical problems or resolve issues.
+ Strong planning, organizational and time management skills required
+ Must be team oriented, dependable and a strong leader
+ Must be able to multi-task with the ability to change direction quickly and often
So, what are you waiting for? A new career awaits you with endless opportunities.
Bunzl is a global leader in the Cleaning & Hygiene, Food Processing, Grocery, Health Care, Non-Food Retail, and Safety industries. We have grown both organically and through acquisitions to sales in excess of $10 billion. Bunzl North America is headquartered in St. Louis, Missouri. Bunzl North America owns and operates more than 100 warehouses and serves all 50 states, Puerto Rico, Canada and parts of the Caribbean and Mexico. With more than 5,000 employees and 400,000 plus supplies, Bunzl is regarded as a leading supplier in North America.
_Bunzl Distribution offers competitive salaries, a comfortable work environment, and a full range of benefits including a 401k with a company_ _match._
_Bunzl Distribution has a tradition of commitment to equal employment opportunity. It is the established policy to attract and retain the best qualified people without regard to race, color, religion, national origin, sex/gender (including pregnancy), sexual orientation, age, disability or veteran status as provided by law._
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
The Customer Service Manager will provide leadership and management to all members of the customer service team for Bunzl Distribution. This role will coordinate with team members in multiple locations, and providing direct support to the Account Team (National Account Managers and Sales Operations). The Customer Service Manager is responsible for delivering measurable results that achieve or exceed company objectives with respect to timely and accurate responses delivered to the customer and overall customer satisfaction. Additionally, the role works directly with all internal distribution departments (warehouse operations, finance, etc.) to drive all open issues to closure.
_Responsibilities:_
+ Be a role model for Bunzl’s company culture
+ Lead, manage, inspire and hold all direct reports accountable
+ Develop, mentor, and train team providing appropriate documentation, direction, and resources needed to support success
+ Provide oversight and establish priorities for team members in order to support desired outcomes
+ Monitor and re-allocate staffing resources as needed to support desired outcomes
+ Design and maintain accuracy of on demand reporting per established process (maintain integrity of data from customer service team)
+ Maintain and enforce processes including usage of all recommended software and tools per established criteria
+ Maintain file saving procedures and enforce procedures across team.
+ Identify need for revisions to process and procedure and take action to revise as needed
+ Be a proactive liaison to other management team colleagues (Sales, Inventory Management, Warehouse Operations, Finance, etc.)
+ Effectively manage and assist SCRs with direct customer communications related to daily account activity (responsive, positive, polished, drive to closure, confirm customer is satisfied with outcomes, etc.)
+ Resolve escalated open issues to conclusion, provide updates to the client daily until issue is resolved
+ Proactively enforce maintaining accuracy in all relevant data sets across customer service team
+ Lead team meetings
+ Supplier/contract management and/or internal escalation to appropriate departments for customer service software and hardware.
_Education and Requirements:_
+ High School diploma required.
+ Bachelor’s Degree preferred.
+ Customer service supervisor or management experience required
+ Experience managing a call center required.
+ Retail or supply chain industry experience a plus.
+ Computer literate, including MS Word, Excel, Outlook email required
+ AS/400 and Cisco call center platform experience a plus.
+ Ability to effectively communicate both orally and in written form with management, internal and external customers.
+ Demonstrate the ability to anticipate and solve practical problems or resolve issues.
+ Strong planning, organizational and time management skills required
+ Must be team oriented, dependable and a strong leader
+ Must be able to multi-task with the ability to change direction quickly and often
So, what are you waiting for? A new career awaits you with endless opportunities.
Bunzl is a global leader in the Cleaning & Hygiene, Food Processing, Grocery, Health Care, Non-Food Retail, and Safety industries. We have grown both organically and through acquisitions to sales in excess of $10 billion. Bunzl North America is headquartered in St. Louis, Missouri. Bunzl North America owns and operates more than 100 warehouses and serves all 50 states, Puerto Rico, Canada and parts of the Caribbean and Mexico. With more than 5,000 employees and 400,000 plus supplies, Bunzl is regarded as a leading supplier in North America.
_Bunzl Distribution offers competitive salaries, a comfortable work environment, and a full range of benefits including a 401k with a company_ _match._
_Bunzl Distribution has a tradition of commitment to equal employment opportunity. It is the established policy to attract and retain the best qualified people without regard to race, color, religion, national origin, sex/gender (including pregnancy), sexual orientation, age, disability or veteran status as provided by law._
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
Source : BUNZL