The Regional Customer Care Manager is responsible to oversee and direct customer care activities within their specified UNFI Canada region. Works with senior level management and department heads to coordinate customer care activities with company-wide goals and objectives. Ensures customers are promptly, courteously, and professionally served, and their questions and problems effectively resolved. Oversees technical support services and ensures resolution of customer complaints in a timely, professional manner. Ensures professional relations exist with external contacts. Directs, develops and appraises Customer Care personnel for their specified UNFI Canada region. Partners with internal teams to develop and manage standard procedures to provide a high level of customer care. Projects and maintains the company’s professional image. Keeps senior management aware of area activities and significant problems.
ESSENTIAL FUNCTIONS AND BASIC DUTIES:
Responsible for the planning and development of effective customer care strategies and solutions within their specified UNFI Canada region.
Assist Senior Management in developing short and long-term objectives, goals, and strategies. Provide Senior Management with analyses of strengths and weaknesses to assist in strategic planning decisions.
In cooperation with the National Customer Care Manager, designs process and data flow models for future solutions.
Ensure plans, goals, and polices are consistent with established Company-wide goals.
Develop business models and maintain department SOP’s for consistency in processes.
Ensure business operations are productive and result in optimal revenue returns. Meet project budgets and timelines.
Responsible for ensuring professional relations with clients, trade professionals, and external contacts.
Ensure delivery of services within established timeframes. Works to exceed customer expectations.
Ensure clients are well informed of business operations and services through continual communication and support.
Promote goodwill and a positive image of the Company.
Responsible for establishing and maintaining effective communication and coordination with Company personnel and management.
Assist and support related departments. Obtains and conveys information as needed.
Keep Senior Management informed of area activities and of any significant problems.
Coordinate and participate in meetings, tabletop shows, and committees as required.
Stays informed of industry, market, and product trends.
Attends professional meetings and seminars.
Complete reports, records, and other documentation as required.
Responsible for related duties or special projects as required or assigned.
Post Secondary education or equivalent in a related field preferred.
3-5 years’ Customer Service experience.
Previous Supervisory/Management experience in a Customer Service oriented environment.
Proficient with Microsoft Office.
Knowledge of Company products and sales policies and procedures.
Advanced knowledge of Microsoft Office.
Strong knowledge of network applications, call management systems, and advanced customer service transactions.
Knowledge of the latest technologies for customer service operations.
Thorough knowledge of industry trends, opportunities, products, and competitors.
Strong customer service skills.
Excellent presentation and writing abilities.
Able to organize and coordinate projects.
Excellent oral and written communications skills.
Strong coaching, supervisory and teamwork skills.