Job Details

Description

TSN, a division of Bunzl, is seeking a Manager to lead our Customer Service team. As a leading provider of operating supplies and retail goods to convenience store wholesalers and retailers, we offer thousands of products to the market, including foodservice disposables, retail carry-out bags, and sanitation and cleaning supplies.

At Bunzl, we know that our employees are our number one asset. We seek to recruit and retain the right people who are passionate about our business. We provide opportunities for our employees so that they may progress within our company based on their talents, experiences, and their aptitude.

The Customer Service Manager will maintain optimal service levels while keeping operating costs low and minimizing risk to the organization. This will be done by utilizing excellent, in-depth knowledge of company systems, well-defined processes that are effectively enforced, and continued development of each team member within the Customer Service department.

Responsibilities:

• Leadership and oversight of Customer Service operations

• Ensure continued development and implementation of processes and procedures resulting in operational effectiveness and efficiencies

• Monitor performance to ensure service level agreements are met and customer satisfaction is achieved

• Maintain an in-depth working knowledge of systems and processes

• Document and communicate to leadership opportunities for systemic solutions

• Identify and document bugs or issues within the system for resolution

• Make employment decisions

• Set performance standards to meet service goals

• Develop and conduct all training and continuing education for the Customer Service team in order to achieve high performance

• Accountable for compensation and performance management, including completion of semi-annual and annual reviews

• Communicate and keep Customer Service abreast of new initiatives and/or events that are impactful to the team

• Provide feedback to Operations team to ensure all customers have accurate and timely information on order status and/or changes

• Work continually towards self-development to stay current on customer service, sales and supervisory procedures and practices

• Act as a resource in resolving customer issues brought to the department, utilizing excellent process knowledge and strong skills in negotiating and selling

• Develop and implement best practices to build a competitive advantage

• Utilize systems and data to track and improve results

• Responsible for the fiscal budget for the department

• Drive improved customer satisfaction through open communication

• Support and drive ongoing change within the organization

• Ensure compliance with company policies and procedures

• Working closely with other departments such as Sales, Sourcing, and Accounting to ensure a cohesive approach to customer service and to address any cross-functional issues

• Be a strategic thinker and leader

• Resolve pricing situations encountered during customer transactions

• Advanced troubleshooting and multi-tasking skills

• Work with customers and Sales team to understand order requirements

• Resolve shipping discrepancies and errors

• Weekly review of past due drop ship orders

• Set up and facilitate orders that process through a third-party company via EDI

• Daily review of customer shorted orders and items

• Act as a back-up to Customer Service Representatives, as needed

• Monitor and maintain backhaul allowances

• Review and approve quarterly customer returns ensuring they meet policy

Requirements:

• High school diploma or equivalent required

• Bachelor's degree in Business Administration or related field or equivalent combination of education and experience preferred

• 5+ years of experience in Customer Service or relevant business experience, preferably in a distribution environment

• Must possess executive level communication skills with proficient computer skills to include Microsoft Office

• Must have solid, analytical problem-solving skills

• Must possess strong planning, organizational and time management skills

• Must be team-oriented, dependable and a strong leader

• Must be able to multi-task with the ability to change direction quickly and often

• AS400 experience is highly preferred

• Must be able to maintain a high level of confidentiality

• Demonstrated ability to lead people and get results

• Passionate, high energy, hands-on leader who has the skills to lead in a high growth environment with rapid change

• Organizational agility and ability to effectively delegate and hold team accountable

• Ability to build relationships, trust and credibility

What's In It For You?

The perks of being a Bunzl team member don’t stop at being part of a great team or being valued as our #1 asset. We offer a full range of benefits to help our employees take care of themselves and their families today, tomorrow and for the future.

• Medical, Dental & Vision Benefits effective the 1st day of the month after 30 days - Minimum 30 hours per week

• Paid Time Off - Vacation, Sick, Holidays and Personal Time

• 401K with generous company match

• Additional benefit information can be found on the Bunzl Careers home page under Benefits and Perks.

TSN CO Salary: $65 - $80K per year based on experience, education and geographic location.

Annual Bonus Program

So, what are you waiting for? A new career awaits you with endless opportunities.

Bunzl is a global leader in the Cleaning & Hygiene, Food Processing, Grocery, Health Care, Non-Food Retail, and Safety industries. We have grown both organically and through acquisitions to sales in excess of $10 billion. Bunzl North America is headquartered in St. Louis, Missouri. Bunzl North America owns and operates more than 100 warehouses and serves all 50 states, Puerto Rico, Canada and parts of the Caribbean and Mexico. With more than 5,000 employees and 400,000 plus supplies, Bunzl is regarded as a leading supplier in North America.

Bunzl Distribution offers competitive salaries, a comfortable work environment, and a full range of benefits including a 401k with a company match.

Bunzl Distribution has a tradition of commitment to equal employment opportunity. It is the established policy to attract and retain the best qualified people without regard to race, color, religion, national origin, sex/gender (including pregnancy), sexual orientation, age, disability or veteran status as provided by law.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.