Customer Service Manager

About the Company:

Cooper-Booth Wholesale Company (CBW) has been in the wholesale distribution business since 1865 when Booth Tobacco Company was incorporated in Lancaster, Pennsylvania. The company continued to grow with the acquisition of Cooper Tobacco and a number of other distributors over the years.

Family owned and operated for three generations, our longevity has been made possible by providing our customers with the best service and value available. Today, CBW is a full-line, full-service wholesale distributor serving retailers in the Mid-Atlantic region, and is recognized as one of the Top 10 leading convenience store wholesalers in the country.

Learn more about CBW at www.cooperbooth.com.

Summary of Position:

The Customer Service Manager (CSM) will plan, coordinate, control and integrate the activities of the customer service and inside sales team to maintain and enhance customer relationships while meeting organizational objectives. The CSM will be responsible to maintain staffing levels and training to ensure responsiveness to both the external and internal Cooper-Booth customers. Success is measured through building an efficient, cross trained, customer centric team that embraces and represents Cooper-Booth's best practices and culture.

Essential Duties and Responsibilities include the following. Other duties may be assigned:

• Lead and manage the customer service team, providing guidance, support and performance feedback

• Develop and implement effective customer service policies, procedures, and standards to enhance customer satisfaction

• Drive change management initiatives to improve service delivery and operational efficiency

• Train, mentor, and develop team members to ensure their professional growth and skill enhancement

• Define, monitor and analyze customer service metrics/KPIs to identify areas for improvement and implement corrective actions

• Manage order process to ensure complete and timely shipping of all orders

• Develop, recommend and implement operational strategies to improve quality of service for internal and external customers, productivity and profitability

• Coordinate and manage customer service projects

• Collaborate with other departments to ensure a seamless and cohesive customer experience

Minimum Qualifications:

• Bachelor's degree from four-year college or university; or five or more years related experience and/or training; or equivalent combination of education and experience

• Excellent leadership and team development abilities

• Proven experience as a Customer Service Manager or in a similar leadership role

• Ability to analyze data and make informed decisions

• Strong problem solving skills and the ability to handle high-pressure situations

• Excellent work ethic and dedication to completing the job

• Strong change management skills with a track record of successfully implementing new processes and improvements

• Excellent communication and interpersonal skills, with the ability to effectively communicate across language and cultural barriers

• Experience working in wholesale, grocery, tobacco, food service, or other related industry preferred