Responsibilities
- Manage and coordinate the daily activities of the Control Tower – Customer Service team members who provide operational support to franchisees, store managers and our Supply Chain Center teams.
- Lead and manage a team of Customer Service Representatives responsible for processing orders for Supply Chain Centers (SCCs) nationwide.
- Oversee all aspects of order management, including order entry, verification, and timely waving to support SCC teams.
- Maintain vendor item updates for customer’s (EFO) via the remote menu management system (RMM)
- Ensure efficient handling of customer inquiries via phone, email, and other communication channels, maintaining a high standard of service.
- Manage credit-related processes by monitoring trends, tracking KPIs, and collaborating with SCCs to implement improvements.
- Coordinate support across multiple time zones and ensure coverage for a 6- day workweek, including holidays.
- Manage key store communications for SCCs across multiple channels, ensuring clarity and timeliness.
- Coordinate all national product rollouts, including updates and deliveries for store training
- Communicate operational and product updates to customers
- Develop and execute training/rollout schedule for new products
- Coordinate product incident reports, QA holds and recalls as directed by QA department
- Collaborate with national school lunch team (Smart Slice) to ensure accurate deliveries in accordance with to program guidelines
- Utilize SAP, Salesforce, Five9, Outlook, and Excel to monitor workflows, track performance, and maintain accurate records.
- Standardize customer service workflows to drive consistency and efficiency across all processes.
- Build and maintain customer satisfaction scoring metrics; analyze results and coach team members to improve performance.
- Identify process improvement opportunities and implement best practices to enhance efficiency and customer satisfaction.
- Develop and maintain strong relationships with internal teams and SCC facilities to ensure seamless operations.
- Monitor team performance, provide coaching, and foster a culture of continuous improvement.
- Create and implement team development plans to build skills and support career growth.
- Pay-for-performance process with direct reports including: regular performance feedback sessions, semi-annual goal appraisal, annual formal performance appraisal, and pay recommendations
- Attend and participate in Leadership & Development training sessions
- Train team in system functionality and functional processes, cross training in other areas when possible.
- Lead initiatives to strengthen team capabilities in systems, communication, and problem-solving.
- Lead &/or perform special projects as required
- Manage turnover and monitor actions and provide input regarding team member relations, hiring decisions, promotions and pay increases, disciplinary actions and terminations
- Manage Office Administration functions as needed
- Maintain/Coordinate phone system and computer needs
- Collaborate with SCC leadership to ensure high-quality service delivery and effectively address all identified needs.
- Continuous learning of software systems including but not limited to: PeopleSoft, ATS, SAP, Domicas, Salesforce, Pulse BOS, RMM, PeopleNet, and Five9
- Work closely with the IT/IS departments to design and build enhancements to customer service process through system upgrades.
- Execute onboarding of new team members to Control Tower team
Work Arrangement
On-site
Team
Structure: Customer Service Representatives
Additional Information
- 6- day workweek, including holidays
- multiple time zones
- national product rollouts
- national school lunch team (Smart Slice)
- PeopleSoft, ATS, SAP, Domicas, Salesforce, Pulse BOS, RMM, PeopleNet, and Five9
