Company Overview:

Founded in 2020 and owned by TriSpan LLP, FoodPrep Solutions is a route-based distribution and service business focused on providing cutlery exchange programs to the grocery, restaurant, catering and food processing industries; created through the acquisition, merger and integration of over 20 businesses in the last three years. Today, the Company operates primarily on the eastern seaboard, from Maine to the lower mid-Atlantic, and recently expanded into a national platform through organic and inorganic growth. Through the employment of route sales representatives and qualified service technicians, FoodPrep provides a full-service solution to streamline many of the services and supplies required to operate a commercial kitchen.

Position Description:

The Customer Service Manager will have primary responsibility for all aspects of Customer Service, including oversight of Billing, for the Cutlery Division of the Company. The Cutlery Division currently has over 13,000 customer locations, primarily on the East Coast; however, recently, the Company launched a hub in California as part of a National expansion strategy. This will not only increase the number of customer locations to be serviced, but also spread the Company across multiple time zones.

Main responsibilities of this position will be:

· Developing a complete Customer Service function including personnel, technology tools, processes, procedures, training, monitoring and gathering of customer service issues data, etc.

· Periodic reporting to the Chief Financial Officer, Chief Operating Officer, Vice President of Sales and other members of the senior management team, on observations, issues, data and trends, etc.

· Oversight of the Billing Process as well which will include ensuring future invoices are properly transferred timely to drivers’ phones/apps and accurately, as well as ensuring that centralized billing to major customers.

· Developing processes around National Account central billing that includes customer portals.

· Answers customers’ questions, resolves problems, and maintains customer satisfaction by providing problem-solving resources.

· Identify, recommend and ultimately implement appropriate customer service technological tools to assist with the customer service function and track key customer service issues for analysis

· Maximizes customer operational performance by providing help desk resources and technical advice.

· Implements production, productivity, quality, and customer-service standards.

· Determines customer service requirements by maintaining contact with customers and visiting operational environments.

· Meets customer service financial objectives by forecasting requirements, prepares annual budgets, and schedules expenditures.

· Improves customer service quality results by conducting surveys and studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results.

· Contributes customer service information and recommendations to strategic plans and reviews.

· Audits customer service procedures and trends and determines system improvements.

· Enforces company policies and procedures.

· Accomplishes customer service human resource objectives by recruiting, selecting, training, and coaching employees.

· Manages customer service staff, communicates job expectations, and performs appraisals and job reviews.

In addition, if interested, this position would be eligible for Inside Sales commissions made for outbound sales calls. This would be only after the primary responsibilities above are properly discharged.

Key Qualifications:

· Minimum of 5-10 years of progressive experience with Customer Service and Billing, including management of a department

· Process improvement experience (must be able to discuss specific examples illustrating your process-oriented mindset and how you’ve implemented process changes)

· Strong decision-making skills

· Managing processes and people

· Analyzing data and trends

· Developing standards and policies

· Must be a self-starter and be able to work independently. The CFO will always be available for discussion but ultimately the expectation is that this individual can work without being micro-managed.

· Management and leadership skills are important to properly guide staff in the proper direction.

· Problem-solving is important; but ability to implement solutions is even more important.

· Experience with Great Plains is preferred but not critical.

Experience in a private equity portfolio company is preferred but not critical.

If you are a results-oriented individual with exceptional leadership skills and a passion for delivering outstanding customer service, we would love to hear from you. Join our team as the Customer Service Manager and contribute to our continued success.

Job Type: Full-time

Pay: $80,000.00 - $100,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Experience:

• Customer service: 5 years (Required)
• billing: 5 years (Required)

Ability to Commute:

• Stamford, CT 06907 (Required)

Work Location: In person