Job Overview:

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

Job Type: Full-time

Pay: $40,283.56 - $48,513.53 per year

Benefits:

• 401(k)
• Employee assistance program
• Flexible spending account
• Health savings account
• Professional development assistance
• Retirement plan
• Tuition reimbursement

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• No weekends

Ability to Relocate:

• St. Louis, MO 63141: Relocate before starting work (Required)

Work Location: Hybrid remote in St. Louis, MO 63141