Customer Support Supervisor

Description

 

JOB SUMMARY:  Supervises the day-to-day activities of Customer Representatives to ensure timely responsiveness to product, delivery, and promotion inquiries and problem resolution.  
 
 
ESSENTIAL FUNCTIONS: 
 

• Supervises Customer Representative and Customer Service Coordinators to ensure effective communication and collaboration between QCD Customer Accounts and vendors regarding routing, promotional activities, new store openings, and other aspects of customer service.  (35%)
  

 

• Oversees distribution projects such as computer conversions, service level changes, customer requests, and surveys to meet customer needs.  (20%)
  

 

• Assist in market-wide and occasional route changes to ensure customer accounts are informed in a timely manner.  (20%)
  

 

• Responds to customer complaints and other issues to resolve problems quickly and thoroughly or to forward them for appropriate resolution.  (15%)
  

 

• Performs the work of Customer Representatives, as required, to ensure completion of all work tasks in the event of a staffing shortage.  (5%)
  

 

• Attends customer meetings to build and maintain strong customer relations.  (5%)
  

 

• Performs other related and assigned duties as necessary.

 

SCHEDULE:  The preferred candidate should have a flexible schedule including working until 8pm on Saturdays. Schedule availability throughout the week can be discussed.

 
MINIMUM QUALIFICATIONS:  Education and experience equivalent to:
 
Education/Certification:
High school diploma or equivalent
 
Experience:
3 to 6 years of relevant work experience in customer service
 
Knowledge, Skills and Abilities 
 
Knowledge of (B/basic; J/journey; E/expert): 

• Supervisory concepts and techniques (J)
• Order processing concepts and procedures (J)
• Storage and shipment of food or allied products (J)
• Routing concepts and techniques (J)
• 10-key machine by touch (B)
• Products (B)
• Promotions (B)
• Customer service concepts and techniques (J)
• PC word processing/spreadsheet software applications (J)
  

 
Skill and ability to:

• Supervise and motivate employees in a team-based environment
• Communicate and coordinate effectively with internal and external customers verbally and in writing
• Interpret routing or delivery anomalies and identify appropriate solutions
• Resolve customer complaints effectively and efficiently
• Work independently
• Work effectively in a general business environment, with a focus on high levels of quality and customer service
• Travel via airplane and drive an automobile
• Act in accordance with GSF’s Values and Creed
  

 
 
LEADERSHIP/MANAGEMENT RESPONSIBILITY
 
Supervises Customer Representatives and Customer Service Coordinators.
 
 
PERFORMANCE CATEGORIES 
 

• Productivity/quality standards:  accuracy, timeliness, thoroughness
• Productivity/quality standards:  customer service/satisfaction and responsiveness
• Budget
• Employee development
• Customer and vendor relations
• Teamwork within the department and across departments
• Project/assignment standards