Customer Service Manager

About The Chefs' Warehouse
The Chefs' Warehouse, Inc. (http://www.chefswarehouse.com) combines exceptional quality and brand building with broadline food service distribution for more than 35 years. With Protein, Specialty, Produce, and Broadline offerings, we service the most discerning chefs in a hybrid approach of convenience and superior quality. We introduce more than 2,000 artisan producers of the world’s finest ingredients from over 40 countries to the finest chefs in the world. We passionately consult, sell, and build relationships with more than 35,000 customers through the most experienced network of over 600 consultive sales associates, best-in-breed technology, rapid service, and support levels that solidify our long-standing ties to both established and up-and-coming premium restaurants.

Mission: The mission of The Chefs’ Warehouse is to provide the world’s greatest ingredients to the world’s best chefs.

Our C.H.E.F.S. Values:

Curious & Creative

Hungry For Food & Results

Entrepreneurial

Forward Thinking & Flexible

Supportive (Of Peers & Chefs)

Position Summary: Maintains customer satisfaction by providing problem-solving resources; managing staff. Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; identifying patterns, investigating, and recommending resolutions to issues and proactively preventing re-occurrences; benchmarking best practices.

What you’ll do:

• Achieve customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing efficiency, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.
• Meet customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Determine customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.
• Improve customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
• Maximize operational performance by providing front line customer solutions to challenges arising during the delivery process by leveraging the resources available.  Resolving problems; overseeing the  dissemination of advisories, warnings, and new techniques; detecting and diagnosing network problems.
• Analyze RoadNet information to improve customer service, route efficiencies,  fuel cost, average times per stop, collecting and dissecting driver feedback in order to recommend customer focus drivers’ best practices procedures, evaluates return on investment margins for customers and routes, reviews warehouse operational reports and service cloud reporting ( once implemented)
• Responsible for budgets and overseeing the scheduling of routing and dispatch departments.
• Create forecast for warehouse and transportation based on reports generated through RoadNet analyst
• Review performance of hot listed customers and work as liaison with sales and routing on improvements.

About you:

• Excellent interpersonal skills and a collaborative management style.
• A demonstrated commitment to high professional ethical standards and a diverse workplace
• Excellent people manager, open to direction and
• Collaborative work style and commitment to get the job done
•  Ability to challenge and debate issues of importance to the organization.
• Ability to look at situations from several points of view
• Persuasive with details and facts
• Delegate responsibilities effectively
• Bachelor’s Degree in Business or related field.
• A minimum of 5 years of Customer Service Management experience in Call Center environment, Transportation or Retail

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The above job description is not an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties as assigned by their supervisor.

Perks & Benefits:

• Paid Vacations, Paid Holidays
• Health, Dental and Medical Benefits
• Weekly pay
• Life Insurance
• 5% above cost for our high-quality food products
• Employee discounts for travel and events
• 401k
• Employee Stock Purchase Plan

The Chefs' Warehouse is an Equal Opportunity Employer that does not discriminate based on actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, pregnancy, gender identity or any other characteristic protected by applicable federal, state, or local laws. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment. We are dedicated to building an inclusive and diverse workforce.