Customer Service Manager

Martin Brower is a global supply chain leader that provides smart, sustainable solutions for customers across 18 countries. We are dedicated to creating an outstanding work environment for our team of 12,500+ employees, who combine our expertise with the latest technologies to deliver unmatched value for our customers.

- Salary Range: $64,323 - $80,404

Position Summary:   
The Customer Relations Manager will be the primary point of contact/liaison between customers (restaurant owner/operators and restaurant managers) and the distribution center. The role is responsible for developing and maintaining positive relationships with customers and suppliers. The Customer Relations Manager is responsible for increasing/improving customer satisfaction, problem resolution, program participation and educating restaurant teams on new programs, processes, and procedures. Serve as a trusted advisor for our customers and a Martin Brower brand ambassador.

Position Responsibilities may include, but not limited to: 

• Resolve Customer and/or Driver issues or concerns; provide timely responses to any customer queries; enter all customer interactions into Customer Relationship Manager (CRM) system. Assign and follow up for resolution; communicate resolution to all stakeholders.
• Schedule restaurant visits and conduct restaurant location delivery observations focused on restaurants with lowest service (delivery on-time metric and deliver accuracy metric)
• Conduct Inventory Management Effectiveness Training (IMET) to help our customers improve their food costs. Offer training and encourage all owner operators to set up classes for their managers.
• Partner with distribution center leadership to assist with development of master delivery schedules. Responsible for communication to owner operator/restaurant managers to gain buy-in and address concerns with schedules.
• Participate in Driver meetings and events – educating on service performance and customer requirements.
• Attend and present at owner/operator meetings or events, new product trainings and new restaurant opening.
• Serve as subject matter expert for customers on back-room/stock room organization.
• Educate customers on DC to restaurant touchpoints, policies and processes including the promotion of new initiatives and new technology.
• Serve as the DC liaison during new store/restaurant openings, construction projects, restaurant/store closings. Partner with team to develop plans to coordinate efficiency/execution of deliveries.
• Organize and/or attend Ronald McDonald House Charity (RMHC) events.
• Other projects or duties as assigned

Required Skills and Experience: 

• Bachelor’s Degree with 6+ years of related experience or High School Diploma with 9+ years of work experience in customer management/Customer Service  
• Demonstrated problem-solving skills
• Excellent communication and interpersonal skills; comfortable and effective in managing through difficult conversations with customers, peers and business partners.
• Proven ability to multi-task effectively and produce accurate, timely results in a fast paced, constantly changing environment
• Ability to work proactively and constructively in a fast-paced, collaborative, team environment
• Ability to act with discretion regarding sensitive information
• Highly motivated self-starter with a positive work ethic
• Demonstrated proficiency in Microsoft Office Suite, particularly Excel and PowerPoint
• Strong presentation skills
• Willing to work any schedule as unexpected circumstances arise, including weekends and holidays, due to our 24/7 environment
• Must be able to travel 50%-80%
• This position must pass a post-offer background and drug test

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Physical Demands and Work Environment:
 
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Due to the nature of our business in regard to such things as delivery schedules, order inputs, selection, and Department of Transportation Hours of Service, overtime, attendance, and punctuality are essential job functions. Should an individual in this classification not be able to adhere to this requirement due to a disability, they should contact their Human Resources department to see what, if any, reasonable accommodation may be made