CUSTOMER SERVICE MANAGER II

Posted Feb 10

Full Job Description

This position is responsible for customer item maintenance, timely customer issue resolution and communicating customer special requests to the warehouse and transportation departments. The CSM performs a wide variety of training duties including managing the customer service department and addressing our customer's service needs.

BENEFITS:

  • Pay Rate: Customer Service Managers make $65,503 to $126,954
  • Day 1 Benefits available: medical, dental, and vision insurance, FSA/HSA and company-paid life insurance.
  • 401(k) with annual company match.
  • Paid holidays, vacation time, sick leave accrual, college tuition reimbursement, and more!

ESSENTIAL JOB FUNCTIONS / PRINCIPAL ACCOUNTABILITIES:

This position is on-site and requires the manager to live in the Merced, CA or surrounding area(s). Other duties may be assigned. A teammate in this position must have the ability to:

  • Manage the Customer Service Department at the MP and MS divisions.
  • Prioritize and coordinate the customer service activities in those CS departments which have multiple ship points.
  • Manage Customer Account Maintenance which includes new group set-up; group assignment to CSR; customer specific characteristics; service charge maintenance and review, order guides, shelf tags, SHH and test bills, item authorization and maintenance.
  • Use test bills to verify distributions, cost, retails, and authorizations as well as look for potential item issues, such as label verification and manifest category accuracy.
  • Assist with new customer roll-out action planning meetings.
  • Manage the on-time performance of distributions including seasonal and cigarette promotions.
  • Communicate both internally and externally. Includes new store openings, seasonal route changes, holiday schedules, managing product recalls, major returns, and any out-of-date communications received.
  • Coordinate department development and training. This includes: staffing, scheduling, evaluations and reviews, corrective actions, bench building, product knowledge, and cross training.
  • Manage business transfers between divisions.
  • Establish budget requirements and review the P&L each period to remain within the established budget.
  • Train customers on McLane applications.
  • Work closely with the DC and Transportation Departments on quantity of distributions.
  • Direct department activities to meet the needs of the customer and the division to ensure timely completion.

MINIMUM QUALIFICATIONS AND REQUIREMENTS:

A teammate in this position must:

  • Have Bachelor's degree (preferred).
  • Have a 5 years' customer service management experience.
  • Have excellent communication skills (written and verbal).
  • Be able to prioritize.
  • Ability to educate CSR's and customers alike about McLane system support tools.
  • Maintain a flexible schedule.
  • Resolve issues in a timely manner and follow-up with customers.
  • Have strong Leadership skills.
  • Ability to learn McLane proprietary systems including (but not limited to):

o Maximum Order Quantity

o SHH Device Manager

o Virtual Tradeshow

o Customer and Load/Route Management

o Divisional Item Maintenance

o Smart Handheld Reclamation

o Internet Distribution System

  • Familiarity with Microsoft Office applications (preferred)

WORKING CONDITIONS:

  • Office environment.

Candidates may be subject to a background check and drug screen, in accordance with applicable laws.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.