BUNZL Customer Service Manager (Morton Grove, IL) in Morton Grove, Illinois
The Customer Service Manager’s primary responsibilities are to provide leadership and management to all members of the BRS’s customer service team, coordinating members in multiple locations, and providing direct support to the Account Team (National Account Managers and Sales Operations). The Customer Service Manager is responsible for delivering measurable results that achieve or exceed company objectives with respect to timely and accurate responses delivered to the customer and overall customer satisfaction. Additionally, the role works directly with all internal BRS departments (warehouse operations, finance, etc.) to drive all open issues to closure.
Your career path has many avenues available for you to succeed. Are you looking to advance at a rate that matches your ambition and skill set? At Bunzl, we understand and want to invest in you. With our multi-career options, you’ll not only be able to find the adventure you are looking for today, but can be confident that new opportunities will be there for advancement in your future.
At Bunzl, we know that our employees are our number one asset. We seek to recruit and retain the right people who are passionate about our business and we provide opportunities for our employees so that they may progress within our company based on their talents, experiences, and their aptitude.
Lead, manage, inspire and hold accountable all direct reports within BRS
Develop, mentor, and train team providing appropriate documentation, direction, and resources needed to support success
Provide oversight and establish priorities for team members in order to support desired outcomes
Monitor and re-allocate staffing resources as needed to support desired outcomes
Design and maintain accuracy of on demand reporting per established process (maintain integrity of data from customer service team)
Maintain and enforce BRS Processes including usage of all recommended software and tools per established criteria
Maintain file saving procedures and enforce procedures across team.
Identify need for revisions to process and procedure and take action to revise as needed
Be a proactive liaison to other management team colleagues (Sales, Inventory Management, Warehouse Operations, Finance, etc.)Effectively manage and assist SCRs with direct customer communications related to daily account activity (responsive, positive, polished, drive to closure, confirm customer is satisfied with outcomes, etc.)Resolve escalated open issues to conclusion, provide updates to the client daily until issue is resolved
Proactively enforce maintaining accuracy in all relevant data sets across customer service team
Lead team meetings
Other duties as assigned
Bachelor's degree preferred
5 years of management experience related to running a customer service team or account management team; retail or supply chain industry experience a plus.
Minimum of 1 year previous supervisory experience, preferably in a call center and/or distribution environment
Must possess executive level communication skills with proficient PC skills to include Microsoft Office
Must possess strong planning, organizational and time management skills, as well as strong problem solving skills
Must be team oriented, dependable and a strong leader
Must be able to multi-task with the ability to change direction quickly and often
AS400 experience is highly preferred
Service Now experience a plus
So, what are you waiting for? A new career awaits you with endless opportunities.
Bunzl is a global leader in the Cleaning & Hygiene, Food Processing, Grocery, Health Care, Non-Food Retail, and Safety industries. We have grown both organically and through acquisitions to sales in excess of $10 billion. Bunzl North America is headquartered in St. Louis, Missouri. Bunzl North America owns and operates more than 100 warehouses and serves all 50 states, Puerto Rico, Canada and parts of the Caribbean and Mexico. With more than 5,000 employees and 400,000 plus supplies, Bunzl is regarded as a leading supplier in North America.
Bunzl Distribution offers competitive salaries, a comfortable work environment, and a full range of benefits including a 401k with a company match.
Bunzl Distribution has a tradition of commitment to equal employment opportunity. It is the established policy to attract and retain the best qualified people without regard to race, color, religion, national origin, sex/gender (including pregnancy), sexual orientation, age, disability or veteran status as provided by law.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
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