Senior Manager, Customer Service

C&S Wholesale Grocers, Inc., headquartered in Keene, New Hampshire, is a privately owned company with annual sales of over $19 billion. With compounded double digit growth over the last several years we are currently the tenth largest privately held company in the nation, as ranked by Forbes magazine.



Founded in 1918, C&S provides wholesale food distribution to grocery chains as well as independent stores throughout the United States, delivering to over 4,100 grocery stores from its distribution centers in Vermont, Massachusetts, Connecticut, Pennsylvania, New York, New Jersey, Maryland, Ohio, South Carolina, Alabama, Tennessee, California and Hawaii.

Job Summary:
Manage the operations of a multi-site, new England Region Customer Service Department.  Ensure the highest level of customer service to each chain’s individual stores while working closely with internal partners such as transportation management, warehouse staff/ directors and account executives.

Job Responsibilities:Provide guidance and leadership to department Supervisors and Representatives in response to Customer requests for information and problem resolution, e.g. special delivery requests, shipment errors, order correction, credit status, late delivery etc.Develop and maintain strong working relationships with key business partners in the Operations, Transportation, and Account Management functions.  Ensure productive working relationships and timely communication in support of contractual obligations to Customers.Ensure Customer satisfaction through pro-active relationship management, timely resolution of issues, a thorough understanding of customer contracts and timely communication of remedial action.Identify Customer Service Department operational issues; design and implement processes and policies to improve service efficiency.  Actively pursue cost reduction initiatives while maintaining or improving customer satisfaction.Monitor, maintain, and achieve established department key performance indicators.Serve as the key escalation contact for high-level service issues and ensure timely resolution.Oversee departmental training as well as continued development of current employees.  This includes maintaining all customer service training manuals and procedural guidelines.Work closely with the Director to communicate and interact with all current Directors and VP’s in charge of our distribution services by reporting all high level issues and resolutions as well as reporting all Customer Service Department operational information as it relates to department performance, distribution, and customer satisfaction.Design and deliver presentations reporting the status of current operations, initiatives, and satisfaction levels with our customers. Gather and analyze various statistics and reports using excel. Maintain and regulate the enforcement of each customer’s polices to help control company shrink. Cover for the Director of Customer Service if they are out of the office.Carry a company cell phone to ensure consistent constant coverage.Conference call coverage for department on an as needed basis.Daily and weekly reporting both internally and externally.May require non-traditional hours of coverage during emergency events.

Job Requirements:Bachelors Degree with a Masters Degree preferred.4-8 years in a management role preferably in a customer service/ help desk environment.ACD and Call Center Metrics. Solid understanding of all business functions including finance, transportation, operations and retail sales. Strong computer processing knowledge (Excel, Word, and PowerPoint); previous financial experience a plus.Strong written and oral communication skills.Strong teamwork and interpersonal skills.The ability to communicate, influence negotiate and interact with all management levels. Ability to quickly access issues and suggest resolution.Strong ability to multi-task and be successful in a quickly changing business environment.Ability to manage customer interactions that can be highly charged and confrontational.

C&S offers excellent benefits including health, dental, vision, company paid life insurance, 401K with company contributions, tuition reimbursement, flexible spending accounts, paid vacation and the opportunity for personal and professional growth.

Working Safely is a Condition of Employment at C&S - An Affirmative Action Employer M/F/D/V