Supervisor, Customer Service

Role Summary

Take your career further with McLane!

The McLane team is the driving force behind our success. A diverse group of professionals, from Sales and IT to Dispatchers and Mechanics, work together seamlessly to keep our operations running smoothly. Their dedication, expertise, and collaborative spirit are essential to achieving our goals and supporting other teams within the organization. As a member of our team, you'll have the chance to learn from industry leaders, develop your skills, and build lasting connections with colleagues nationwide.

The Customer Service Supervisor is responsible for ensuring that customers receive proper customer service through the process of orders, general correspondence with customers, and coordination with other departments as needed. In addition, they serve as an interface between customers and corporate groups, are a go-to person for elevated customer service issues encountered by the Customer Service Representatives, and as a backup to the Customer Service Manager.

Responsibilities

What you'll do as a Customer Service Supervisor

• Supervise the Customer Service Representatives in the Regional Center by hiring, scheduling and training staff, monitoring for quality assurance, conducting performance evaluations and making corrective actions.
• Prioritize and coordinate customer service activities for multiple ship points.
• Supervise maintenance tasks including but not limited to new group set-up, group assignment to CSR; customer specific characteristics; service charge maintenance and review, shelf tags, SHH and test bills, item authorization maintenance.
• Supervise the on-time performance of distributions including seasonal and cigarette promotions.
• Train customers on various business applications to maximize company value to the organization.
• Manage communication both internally and externally. Includes new store openings, seasonal route changes, holiday schedules, managing product recalls, major returns, and any out-of-date communications received.
• Manage business transfers between divisions.
• Establish budget requirements and review the P&L each period to remain within the established budget.
• Direct department activities to meet the needs of the customer and the division to ensure timely completion.
• Establish and maintain effective communications within department and with other functions that impact our customers.
• Act as primary liaison with IT when system and phone issues occur that may impact deadline compliance.
• Configure call volume center systems to balance load and meet department objectives.
• Assists customers with more complex issues by handing calls escalated by Customer Service Representatives; provides coaching and training to CSRs.
• Other duties may be assigned.

Requirements

Qualifications you'll bring as a Customer Service Supervisor

• Have Bachelor's degree (preferred).
• Have 3 years of customer service experience.
• Maintain a flexible schedule.
• Be proficient in MS Office Suite (Excel, Word, etc.)
• Have strong Leadership skills.
• Have great organizational and troubleshooting skills.
• Knowledge of products and promotions.
• Ability to assist CSRs and customers with questions and escalated calls.
• Have experience in conflict resolution.
• Ability to cover staffing gaps for shift extensions, lunch periods, and occasional weekends.
• Be able to work in diverse, fast paced environment.
• This position requires the ability to read, write, and understand English at a level sufficient to perform job-related tasks effectively and safely. This includes understanding work instructions, safety protocols, and communications essential to the role. The requirement is directly related to the nature of the job and ensures compliance with workplace safety and operational standards.

Fit the following? We want you here!

• Teamwork oriented
• Organized
• Problem solver
• Detailed

Our roadmap. Our story.

We've been forging our path as a leader in the distribution industry since 1894. Building an expansive nationwide network of team members for 130+ years has allowed us to stay agile for our clients across the restaurant, retail, and e-commerce industries. We look to the future and are ready to continue making industry-defining moves by embracing the newest technology into our practices, continuing team member training, and emphasizing our people-centered culture.

• Candidates may be subject to a background check and drug screen, in accordance with applicable laws.
• All applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
• For our complete EEO and Pay Transparency statement, please visit https://www.mclaneco.com/legal/employment/

Benefits

Benefits you can count on

• This role is also eligible to participate in the annual incentive plan with a target incentive of XX% of your base annual salary.
• Day 1 Benefits: medical, dental, and vision insurance, FSA/HSA, and company-paid life insurance
• Paid time off begins day one.
• 401(k) Profit Sharing Plan after 90 days.
• Additional benefits: pet insurance, maternity/paternity leave, employee assistance programs, discount programs, tuition reimbursement program, and more!