Customer Service Manager _ Jacksonville

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Job Description POSITION PURPOSE:Lead all customer facing and supporting activities for the market. Manage CSRs/Dispatchers to ensure positive business relationships with all customers and contacts. Manage DSD Delivery to meet all delivery and customer service standards (efficiency, effectiveness, and safety).DUTIES AND RESPONSIBILITIES:1. Manage all aspects of Market customer service through the CSR/Dispatcher function:a. Maintain customer information for Market (e.g. delivery hours, ice capacity)b. Manage escalated phone callsc. Manage tickets opened by Customer Care for Market (7 days / week)2. Lead the CSR/Dispatch function to develop routing for all Market locationsa. Establish optimal static route frequencies; maintain optimal static routes (adjusting regularly as required)b. Update and optimize routing daily aligning to driver and fleet resources at each Hubc. Adjust routing plan throughout day, as requiredd. Communicate routing plan to locations (locations to communicate skipped stops to Hub)e. Communicate with spokes and drivers regarding routing improvement opportunitiesf. Manage location and driver performance (e.g. following route, staying on schedule, delivering expected bags, satisfying customers, managing safety and other KPIs)3. Lead continuous improvement initiativesa. Track and communicate quantitative and qualitative performance metricsb. Manage performance and drive continuous improvement in performance scorecardsc. Share best practices with peers and leadership team4. Manage drivers and fleet at the Huba. Hire, train, and manage all Hub DSD drivers, including scheduling and driver check-inb. Ensure all deliveries (regular & special event) are made promptly & efficientlyc. Manage driver execution and DVM board; coach hub drivers on performance; investigate and eliminate skipped stops, DNS, unscheduled stops, and hours in excess of pland. Exercise safety precautions and train employees to do the same; investigate all driver accidents and file proper paperwork; maintain Driver / DQ files; manage HOSe. Manage handhelds, fuel card, and fleet (including truck files, PM's, other maintenance)f. Check with customers on merchandising / quality of service; resolves any problems5. Schedule and manage intracompany transport and special events6. Manage distributors to ensure they meet customers delivery schedule and service needs7. Collaborate with Regional Routing Manager, HR, Accounting, Plant/DC Managers, VP On-Site Solutions, FESM, and other Market/Regional leaders to drive improvement8. Create a productive and positive culture.o Develop and coach teamo Ensure standardized work processes are followedo Identify high performing staff and facilitate their growtho Communicate key initiatives and messages (e.g. through staff meetings)9. Conduct activities to support the business (e.g. support of sales reps, development of budget)10. Create a culture of safety by communicating and managing safety programs, initiatives, and KPIs.11. Assist co-workers and managers with their duties as helpful; assume other duties and responsibilities required or assigned by management.12. Comply with all corporate policies, as well as local, State and Federal Agency laws, regulations, and guidelines for quality, environmental, and safety standards. (e.g. DOT hours of service requirements)13. Adhere to our Code of Business Ethics. We value honesty and integrity and expect our employees to be committed to the highest ethical standards. Location City:JacksonvilleState:Florida