Manager Customer Service
Manager Customer Service
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
This role is an integral part of the SCC management team. It includes managing the administrative team and collaborating with both SCC and WRC departments to provide consistency in operations and financial performance throughout the supply chain center while meeting the needs of our customers.
Salary: $% TAD Bonus
RESPONSIBILITIES AND DUTIES
(65%) Manage and coordinate the daily activities of the SCC Administrative team members who provide operational support to franchisees and store managers and interact with WRC accounting product management and finance teams.
Financial manage accounting activities to ensure SCC is in accordance with established financial controls and departmental targets:
- Accounts Receivable ensure AR aging is reviewed and collection efforts are ongoing.
- Accounts Payable ensure SCC adheres to separation of duties threeway matching schedule of authorization and appropriate use of purchase orders.
- Review inventory controls in the system.
- Review of weekly keys and period results
- Provide reporting and communicate with the WRC Accounting and Finance teams.
- Create and manage the departmental budget to meet annual targets
- Manage weekly payroll functions with company standards and retention policies
- Partner with PF/HR department in implementing human resources initiatives including safety wellness programs benefit rollouts compliance etc.
Team member development
- Plan and prepare work schedules according to budget and workload.
- Plan develop and execute strategies for departmental improvement.
- Payforperformance process with direct reports including regular performance feedback sessions semiannual goal appraisal annual formal performance appraisal and pay recommendations
- Attend and participate in Leadership & Development training sessions.
- Train end users in system functionality and functional processes
- Lead &/or perform special projects as required
- Manage turnover and monitor actions and provide input regarding team member relations hiring decisions promotions and pay increases disciplinary actions and terminations.
(30%) Customer Service The team supports stores and franchisees to contribute to a timely dispatch and order accuracy/fill rate.
- Ensure each customer receives outstanding customer service by providing a friendly environment.
- Timely followup and processing of credit requests
- Manage paperwork flow to drivers including necessary COD collections and special instructions.
- Frequently evaluate tools in place to ensure a high level of communication between customer service production and warehouse team members.
- Support operational departments facilitating quality deliveries and product pickups for customers.
- Maintain and follow up on store survey comments and current net promoter score (NPS)
- Maintain vendor item updates for customers (EFO) via the remote menu management system (RMM)
- Problemsolve on issues that impact the service efficiency and productivity of the center.
- Communicate with other Managers and directors to resolve workplace complaints and answer customer questions regarding services and procedures.
- Facilitate meetings with leadership and customers.
- Coordinate all national product rollouts including updates and deliveries for store training.
- Attend and present material at local Advisory Board meetings.
- Respond to Slice of the Pie complaints
- Create maintain and distribute new customer orientation materials
- Communicate operational and product updates to customers
- Conduct product training classes for customers
- Develop and execute training/rollout schedule for new productsAttend store manager and DMA meetings.
- Coordinate customer tours of the facility.
- Coordinate product incident reports Q/A holds and recalls as directed by the Q/A department.
- Collaborate with the national school lunch team(Smart Slice) to ensure accurate deliveries by program guidelines.
(5%) Manage office Administration functions as needed
- Maintain/Coordinate phone system and facility computer needs
- Facilitate staff meetings set agenda publish minutes
- Manage team member relation/appreciation program
- Work closely with the IT/IS departments to install and/or troubleshoot office and equipment concerns and issues.
- Continuous learning of software systems including but not limited to PeopleSoft ATS SAP Domicas Pulse BOS RMM and PeopleNet
- Work closely with the IT/IS departments to install and/or troubleshoot computer and equipment issues
Qualifications :
- Bachelors degree is preferred or a 2year college degree plus equivalent work experience may be accepted. Preferably in the food manufacturing or retail industry
- 35 years of customer service experience preferably in the food service supply chain or retail industries
- 35 years of supervisory experience with a proven ability to lead team members in meeting goals and objectives
- Advanced knowledge of Microsoft Office applications
- Ability to adjust priorities and manage time wisely in a fastpaced environment
- Ability to communicate in a clear concise understandable manner and listen attentively to customers and others
- Strong interpersonal communication organization and followthrough skills
- Availability to travel as needed
- Willingness to support a 24hour operation (nights/weekends/holidays) including carrying an emergency cell phone as needed
- Must successfully pass a background check every third year on your anniversary date
PHYSICAL REQUIREMENTS
- While performing the duties of this position the team member is regularly required to sit; use hands to type; frequently required to reach with hands and arms; occasionally required to stand walk stoop kneel crouch or crawl lift and/or move up to 10 pounds lift and/or move up to 25 pounds and rarely 50 pounds
Additional Information :
Dominos offers:
- Competitive wages
- Paid Holidays and Vacation
- Positive work environment
- Benefits on the first day of employment!
- 401k matching contributions
- 15% off the purchase price of stock
- Company bonus
- Referral bonuses
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
