Job Description

Company:

US2160 Sysco Guest Supply, LLC

Zip Code:

43123

Minimum Level of Education:

Bachelors Degree

Minimum Years of Experience:

5 Years

Employment Type:

Full Time

Travel Percentage:

0

OVERVIEW:

We offer our associates the opportunity to grow personally and professionally, to contribute to the success of a dynamic organization, and to serve others in a manner that exceeds their expectations. Were looking for talented, hard-working individuals to join our team. Come grow with us and let us show you why Sysco is at the heart of food and service.

Position Purpose:

The Manager, Customer Service Operations is responsible for leading, developing, and executing all back-office customer service functions and processes. This includes but is not limited to: returns processing; quality assurance; backorder management; training; scheduling; reporting; providing technical insights and improving operational efficiency within customer service.

Primary Responsibilities:

* Manage a team of Customer Service Operations Reps to ensure timely achievement of back of the house customer service functions. This includes returns, backorders, product holds, and reporting. Communicate regularly with the field sales organization regarding status of back end customer service duties. Create processes, reporting and analytics (telephony metrics, RMA root causes, service level, etc.) to share with leadership regularly to ensure KPIs are being met.
* Drive operational initiatives and process improvement across the department. This includes breaking down current processes to improve efficiencies in the customer service department, as well as, working cross-functionally with other departments (particularly supply chain, distribution, and finance) to improve workflow.
* Develop, manage, and continuously improve the CSR quality assurance process. This includes score carding (productivity metrics), call monitoring, and providing constructive feedback and suggestions for improving the customer experience.
* Continuously produce analytics, monitor reporting and solicit feedback to ensure appropriate customer experience is being maintained. This includes workforce planning, scheduling, resolution optimization and managing efficiency and effectiveness of workload/activities across the department.
* Provide overall leadership and tactical support for the customer experience team. Assist with the evaluation and implementation of new processes, procedures, technology and third-party resources.

Education:

* High school diploma or equivalent required
* Bachelors degree preferred
* Lean Office Training/Certification
* CCSP designation preferred

Experience:

* 5+ years of progressive experience in a fast-paced Customer Service Department or Call Center, particularly with workforce management, quality assurance, reporting, call center software and process improvement
* 3+ years of supervisory experience
* Experience in a large distribution organization preferred but not required
* Experience managing a customer service/call center operations dept (including returns) preferred but not required
* Experience in a Lean Office environment preferred
* Experience working in a virtual/remote work-from-home environment preferred

Skills:

* Excellent communication (verbal and written), interpersonal and professional interactive skills are necessary to perform at a high degree of proficiency. Ability to effectively present information and respond to questions from suppliers, customers, management and inter-department staff. Capable of working with internal staff from other departments in a proactive and constructive manner.
* Strong Leadership skills. Able to engage and lead team discussions and meetings. Understands team dynamics and works well within a team structure. Collaborative management style. Delegates responsibilities effectively. Recognizes and acknowledges the value others bring to the organization. Exhibits a high level of trust and accountability.
* Judgment - Displays willingness to make decisions. Exhibits sound and accurate judgment. Makes timely decisions.
* Detail Oriented Attention to details and accuracy.
* Ability to understand and execute all relevant policies and procedures in a consistent, timely and objective manner.
* Planning & Organizational Skills - Ability to plan, prioritize and execute multiple initiatives/deadlines autonomously and shift priorities as necessary. Able to manage large, complex projects. Uses time effectively. Ability to manage and meet deadlines in a fast-paced environment.
* Customer Service Respond promptly to requests for service and assistance as needed. Follow up as needed. Possesses a customer first mindset.
* Problem Solving - Identifies and resolves problems in a timely manner. Gathers and analyzes information skillfully. Develops alternative solutions. Root cause analysis and corresponding methodologies.
* Business Process Management Optimizes and manages processes, identifies efficiency through automation and standardization. Total Quality Management.
* Computer Literacy: Advanced proficiency in the use of Microsoft Office Suite (Word, Excel, PowerPoint, Teams and Outlook), Microsoft Power BI, Power Automate and Planner. Plus, customer database and call center technology. Talkdesk, Salesforce.com, and PeopleSoft ERP a plus.

Applicants must be currently authorized to work in the United States.

We are proud to be an Equal Opportunity and Affirmative Action employer, and considers qualified applicants without regard to race, color, creed, religion, ancestry, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factor under federal, state or local law.

This opportunity is available through Sysco Corporation, its subsidiaries and affiliates.