Manager, Customer Service

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: $84,000 + 15% TAD BonusRESPONSIBILITIES 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, three-way matching, schedule of authorization, and appropriate use of purchase orders.Review inventory controls in the system.Review of weekly keys and period resultsProvide reporting and communicate with the WRC Accounting and Finance teams.Create and manage the departmental budget to meet annual targetsManage weekly payroll functions with company standards and retention policiesPartner 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.Pay-for-performance process with direct reports, including regular performance feedback sessions, semi-annual goal appraisal, annual formal performance appraisal, and pay recommendationsAttend and participate in Leadership & Development training sessions.Train end users in system functionality and functional processesLead &/or perform special projects as requiredManage 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 follow-up and processing of credit requestsManage 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)Problem-solve 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 roll-outs, including updates and deliveries for store training.Attend and present material at local Advisory Board meetings.Respond to Slice of the Pie complaintsCreate, maintain, and distribute  new customer orientation  materialsCommunicate operational and product updates to customersConduct product training classes for customersDevelop and execute training/rollout schedule for new productsAttend 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 neededMaintain/Coordinate phone system and facility computer needsFacilitate staff meetings – set agenda, publish minutesManage team  member relation/appreciation programWork 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 PeopleNetWork closely with the IT/IS departments to install and/or troubleshoot computer and equipment  issues