The Customer Service Manager acts on behalf of the Company and is responsible for developing strategic customer relationships that promote retention and loyalty in an assigned Division/Region. The CSM is charged with improving the customer service experience, creating engaged customers and facilitating organic sales growth through services already provided or adding additional services through other lines of business.

Essential Duties and Responsibilities:

• Works directly with Shaw corporate and individual location customer contacts to establish rapport; frequently visits accounts and clients conducting surveys and audits to maintain good relationships and reacts to any comments, suggestions, or concerns for the purpose of account retention. Maintains current client relationships and identifies potential new clients as key contacts change.
• Leads the initiatives as the company representative for all lines of business (RFS, Markets, Vending, Dining) for day to day customer needs. Works seamlessly with operations and management of all lines of business to communicate effectively and with a sense of urgency for the customer and company.
• Educates customers about the Company’s products and services in order to increase sales; works with Division/Region/Corporate management to achieve pricing and retention goals.
• Collaborates with operation management teams to ensure budget specific goals are met, such as new sales numbers including proforma development and review, same store sales numbers, and profit goals; conducts location inspections to ensure company standards are met.
• Communicate with management any shortfalls in customer expectations and assists in rectifying them as needed; work with management to identify, review and present to the customer any new products, innovative services, and product conversions which help drive growth and profitability.
• Maintains a strong understanding of all Company products and services.
• Enhances Company’s reputation by accepting ownership of customer service for the assigned Division/Region; works with Division/Region management to successfully resolve customer issues.
• Keeps accurate records and documents customer service actions and discussions; maintains an orderly workflow according to priorities; reports activities back to the Division/Region management.
• Understands and is knowledgeable of the Company’s values and always acts in a professional manner, using language and behavior that aligns with that of the Company.
• Attends conferences, meetings, and industry events; may require overnight travel.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and Experience:

Bachelor's degree (B.A.) from four-year College or university; and (2) Two year’s related experience and/or training; or equivalent combination of education and experience. Experience in sales, marketing, or related field preferred.

Communication, Appearance, and Language Skills:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals; be able to write reports and business correspondence ,and to effectively present information and respond to questions from managers, clients, customer s, and the general public. Individual must have strong communication and negotiation skills.

Mathematical Skills:

Must have the ability to calculate figures and amounts such as discounts, interest, commissions, proportions and percentages.

Reasoning Ability:

Must have the ability to solve practical problems and deal with multiple variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Other Qualifications:

• Able and willing to travel regionally and company-wide, as needed, in position. Travel may require overnight stays away from home.
• Must possess a great sense of urgency and follow-through to deliver best in class customer service and promotions to our clients daily with the utmost professionalism.
• Must have a track record of meeting sales and profit goals.
• Must be creative and have the ability to handle multiple projects at once, deal with conflict, and arrive at a beneficial and appropriate solution.
• Ability promote a culture consistent with the stated goals, values, and mission of the Company.
• Must have excellent written and oral communication skills and the ability to present information to groups of clients, employees, and company leadership.
• Ability to flourish with minimal guidance, be proactive, and handle uncertainty.

Disclaimer:

This is not necessarily an exhaustive list of all responsibilities, skills, tasks, requirements, efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to modify essential functions of the job, or to require that other or different tasks be performed when circumstances change (i.e. emergencies, changes in personnel, workload, rush jobs or technical developments.

About Five Star Breaktime Solutions:

Join one of the nation’s largest on-site food and beverage service providers proudly offering custom solutions to our clients including micro-markets, full-line vending, coffee service, pantry service, sustainable products, water (filtered and bottled) service, catering, and corporate food service.

Notice: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

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