The Customer Service Supervisor will inspire the pursuit of Gourmet International Company Sales Objectives while overseeing and Customer Service employees in the performance of their job duties such as: Communicating with Direct Customers, Sharing Key Brand and Sales Objectives, Optimizing the Customer and Gourmet International Sales Experience and Resolving Customer Challenges & Issues. Acts as a liaison, provides Brand/Item information and maximizes the Customer Experience. Embodies the Gourmet International Goals for Price and Promotional Compliance. The target is to manage Customer Communication & Sales Execution while demonstrating excellent service standards. The Supervisor ensures a complete and thorough Customer Experience and maintains the highest standards of Customer Satisfaction, Relationship and Trust all while adhering to Gourmet International Company Sales Objectives.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· Manages a team of assigned Customer Service representatives and ensures they comply with company guidelines.

· Monitors or reviews calls or other correspondence between representatives and customers.

· Ensures that representatives are informed about changes to company products and services.

· Collects data and prepares reports on customer complaints and inquiries.

· Prepares monthly reports summarizing the assigned Customer Service teams performance.

· Prepares knowledge-based documents such as summaries and responses to frequently asked questions.

· Identifies opportunities to update or improve customer service procedures and makes recommendations to the Director of Sales and Marketing or other appropriate staff.

· Communicates assignment/re-assignment of current and new business coverage to Sales Representatives & Broker partners at the sole discretion of the Director of Sales & Marketing and within the highest levels of confidentiality.

Order Management

· Supervises prompt receipt and conformation of orders via Phone, Fax, Email, Online.

· Ensures Compliance with Price and Promotional Compliance as per the Director of Sales & Marketing..

· Confirms all order input into system with communication to Customers as well as Sales Representatives and Appointed Brokers.

· Check the shipping screen daily to ensure and guarantee all orders are shipping as planned. Notify Customers otherwise.

· Ensures the process returns, damages, mis-shipments is addressed seamlessly.

· Daily Communication with Operations & the Warehouse.

· Maintain a file of ALL Customer Accounts with accurate Contacts, Channel & Price Level information and updated Customer Card information including Terms & Conditions of Sale.

· Employ Seasonal Order Management Goals & Responsibilities as situation requires.

· Facilitates Brand & New item Communication as per the Director of Sales & Marketing.

Trouble Shooting

· Follow communication procedures, guidelines and policies.

· Cooperate with team members and warehouse regarding products and shipping information; notification of late orders, special shipping instructions, etc.

· Communicate with fellow coworkers about certain orders/items that might have problems with them, including expiration dates/damages/price discrepancies and communicate results back to customer.

· Assist/resolve customers issues upon their request promptly.

Customer Satisfaction

· Go the extra mile to engage Customers and communicate extensively with Sales Representative & Brokers.

· Establish professional and friendly relationships with customers to build trust.

· Build a strong relationship with Sales Representative & Brokers by being helpful and accommodating while adhering to Gourmet International Company Sales Objectives.

Competencies

· Adherence to Gourmet International Company Policy & Sales Objectives.

· Price and Promotional Compliance adherence.

· Customer/Client Focus

· Problem Solving/Analysis

· Communication Proficiency

· Teamwork Orientation & Highest Standards for Communication

· Continuing Education for oneself and the Team on Brand & Product Knowledge.

· Bachelor’s degree preferred.

· At least 3 years of Customer Service experience.

· Excellent management and supervisory skills.

· Excellent verbal and written communication skills.

· Extensive knowledge of customer service procedures and principles.

· Organized with attention to detail.

· Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.

· Ability to coach and mentor customer service representatives.

· Proficient in Microsoft Office Suite or related software.

Work Environment

This job operates in a professional office environment. Compliance as well as confidentiality as to the forward strategy provided by the Director of Sales & Marketing is always expected.

Physical Demands

Prolonged periods sitting at a desk and working on a computer. Must be able to lift up to 15 pounds at times.

Other Duties

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.

EEO statement

Gourmet International believes that all people are entitled to equal employment opportunities. We follow state and federal laws prohibiting discrimination in hiring and employment. We will recruit, hire and promote, for all job classifications, without regard to race, creed, age, sex, religion, Veterans Status, or physical or mental disability, to the extent required by law.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Education:

• Bachelor's (Preferred)

Experience:

• Microsoft Office: 3 years (Required)
• Customer service: 3 years (Required)
• Food industry: 3 years (Preferred)

Ability to Commute:

• Grand Rapids, MI 49512 (Required)

Ability to Relocate:

• Grand Rapids, MI 49512: Relocate before starting work (Required)

Work Location: In person