Customer Services Manager

What You'll Do

You will oversee a small team responsible for managing daily relationships and customer engagement with QSR clients, ensuring efficient operations and effective issue resolution. The role includes maintaining strong connections with customer head office teams, coordinating with operations and rebuying teams, and ensuring all customer concerns are addressed promptly. Frequent travel is required to meet business needs.

Essential Functions

• Manage daily communication and engagement with QSR store management and franchisee owners to address service and performance issues.
• Oversee problem resolution for customer issues by collaborating with local teams and escalating as needed to ensure satisfactory outcomes.
• Attend customer business reviews and franchisee meetings to maintain close working relationships with key customer leaders and decision makers.
• Monitor and report on customer service and operational KPIs, including handling credit holds, stock adjustments, and cost allocations.
• Coordinate order processes, transport planning, and roster management to ensure accurate and timely delivery of services.
• Guide and performance manage the QSR customer service team, including planning for leave and ensuring cross-training to meet business needs.
• Support continuous improvement initiatives and collaborate with operations and rebuying teams to optimize service delivery and stock management.
• Other essential duties may be applicable and assigned as necessary.

What Experience and Education You Need

• Minimum 3 years of customer service management experience required.
• Proficient in Microsoft Word, Excel, PowerPoint, and Outlook.
• Experience using WMS, RF, TMS, and IT systems.
• Demonstrated ability to resolve customer issues efficiently and maintain positive relationships with stakeholders.
• Proven experience in a food service or fast-paced environment.

What Could Set You Apart

• Ability to manage multiple tasks efficiently.
• Effective verbal and written communication.
• Consistently met or exceeded performance targets in previous roles.
• Skilled in negotiation and conflict resolution.
• Ability to communicate effectively with diverse stakeholders, including store team members, head office contacts, and internal teams.
• Reliable and punctual with flexibility for varying work hours.
• Experience leading and developing high performing teams.
• Bachelor's degree preferred.

Physical Requirements

• Able to work in spaces with 55 inches (1.4 meters) of headroom.

• Able to tolerate working environment with inside controlled temperatures varying from 32 degrees Fahrenheit (0 degrees Celsius) to minus 45 (-45) degrees Fahrenheit (-43 degrees Celsius), as well as outside ambient temperatures (including heat, cold and precipitation).

• Able to climb ladders or step ladders.

• Able to tolerate heights up to 30 ft. (9 meters) and be able to access elevated products from inside safety cage.

• Able to wear personal protective equipment required for working at heights and in cold temperatures.

• Able to stand and/or walk continuously or frequently over an 8-10-12 hour shift. Occasionally required to stoop, kneel, crouch, or crawl.

• Able to frequently step up/on or step down/off to mount and dismount material handling equipment.

• Able to perform fine articulation movements with fingers/hands and/or feet to operate equipment.

• Depending on specific role, must be able to lift boxes of varying weights up to 80 lbs. (36 kg) and carry product a distance of up to 6 ft. (2 meters) without mechanical assistance.

• Able to meet specific vision abilities required by this job, including close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

• Able to hear and speak in order to comprehend, respond to, and provide instructions and safety warnings, as well as able to read and understand packaging, shipping documents, and safety guidelines.