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Customer Service Team Leader

2 months ago

Apopka, Florida, United States Golden State Foods Full time

Position Overview:

ROLE SUMMARY: Responsible for overseeing the daily operations of the Customer Service team, ensuring prompt and effective responses to inquiries related to products, deliveries, promotions, and issue resolution.

Key Responsibilities:

  1. Manage Customer Representatives and Customer Service Coordinators to facilitate efficient communication and teamwork between Golden State Foods, its clients, and suppliers regarding routing, promotional initiatives, new store launches, and various customer service aspects. (35%)
  2. Direct distribution initiatives including system upgrades, service level adjustments, customer requests, and feedback surveys to fulfill customer requirements. (20%)
  3. Support market-wide and occasional route modifications to guarantee timely communication with restaurants. (20%)
  4. Address customer grievances and other concerns to resolve issues swiftly and comprehensively or escalate them for suitable resolution. (15%)
  5. Perform the duties of Customer Representatives as necessary to ensure all tasks are completed during staffing shortages. (5%)
  6. Evaluate metrics and data to identify root causes for improvements aimed at enhancing performance and customer satisfaction. (5%)
  7. Assist in the training of associates as required. (5%)
  8. Participate in customer meetings to foster and maintain robust customer relationships. (5%)
  9. Carry out other related and assigned tasks as needed.

Qualifications:

EDUCATION AND EXPERIENCE:

Education/Certification:

High school diploma or equivalent.

Experience:

3 to 6 years of relevant experience in customer service, with required supervisory experience.

Skills and Competencies:

  • Ability to multitask effectively.
  • Experience in optimizing and improving systems and processes.

Knowledge:

  • Supervisory principles and techniques (Intermediate)
  • Order processing methods and procedures (Intermediate)
  • Storage and distribution of food or related products (Intermediate)
  • Routing principles and techniques (Intermediate)
  • Basic proficiency in 10-key operations
  • Understanding of products and promotions (Basic)
  • Customer service principles and techniques (Basic)
  • Proficiency in PC word processing and spreadsheet software (Basic)

Abilities:

  • Lead and inspire employees in a collaborative environment.
  • Effectively communicate and coordinate with both internal and external customers, both verbally and in writing.
  • Interpret routing or delivery discrepancies and devise appropriate solutions.
  • Resolve customer complaints efficiently and effectively.
  • Work independently and effectively in a general business setting, emphasizing high-quality service.
  • Travel as necessary.
  • Act in alignment with Golden State Foods' values and principles.

LEADERSHIP RESPONSIBILITIES:

Supervises Customer Representatives and Customer Service Coordinators.

PERFORMANCE METRICS:

  • Productivity and quality standards: accuracy, timeliness, thoroughness.
  • Customer service/satisfaction and responsiveness.
  • Budget adherence.
  • Employee development initiatives.
  • Customer and vendor relationship management.
  • Team collaboration within and across departments.
  • Project and assignment standards.