Manager, Customer Support
Restaurant Supply Chain Solutions, LLC

Job Info

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Restaurant Supply Chain Solutions, LLC, a Yum! Brands Co-op, is currently seeking a Manager, Customer Support, to join the Development & Equipment Solutions Team.

This position reports to the Senior Director Development and Equipment Solutions (DES) and manages the Customer Support (CS) function to assist with delivering the RSCS DES Annual Operating Plan (AOP) and providing our members with exceptional customer service.

The Customer Support Manager (CSM) will be responsible for the day-to-day management of the CS team while collaborating with key stakeholders across RSCS, Yum! Brands and the Franchisee community. The CSM will lead the team of customer support team members and ultimately seeks to maximize customer satisfaction across our multi-channel engagement and support. The CSM will drive superior customer service to our members through strategic initiatives, plans, policies, procedures, and setting of goals. The CSM will prepare and complete action plans, relaying quality customer support standards and resolving any departmental issues/problems. The CSM must identify customer service trends, determine system improvements, and implement changes that improve existing strategies and bring about improvement in customer support initiatives.

The Customer Support Manager plays a major role in conjunction with the Human Resources (HR) department in recruiting, orienting, training, assigning, coaching, and disciplining Customer Support team members. In this position, it is the CSM's role to communicate the vision and objectives of the customer support department, monitoring, and reviewing each team members contribution to the betterment of the customer support department and appraising outstanding customer support performance. Fosters team/professional development through growth/learning and drives overall Team Engagement via a Recognition culture.

Key accountabilities:

• Managing the customer support department's day-to-day functions including, but not limited to,
  • Replacement Orders,
  • Web Orders,
  • Customer Portal Utilization & Engagement,
  • Returns,
  • Warranty,
  • Invoice Reconciliations,
  • Customer Support Calls, Emails, Web Chat,
• Responding to escalated customer support issues and communicating with relevant leadership all status updates until conclusion/resolution.
• Implementing customer support processes to enhance customer satisfaction including implementation of an RSCS DES Customer Satisfaction Score (CSS) and Net Promoter Score (NPS).
• Assessing support statistics and preparing detailed reports and continuous improvement plans on Customer Support performance, including but not limited to.
  • # Transactions per Day & Month,
  • % Case and Call Counts, First Call Resolution,
  • Call Wait, Avg Hold Time, Call Drop Off Rates, and Avg Talk time,
  • # Days to 1st Response & # Days to Close,
  • Multi-channel engagement analysis
  • Online Customer Portal Utilization
• Collaborates with DES Leadership on key strategic initiatives including Amplifying Strategic Partnerships with key Members and Partners by leading/conducting Transaction Reviews.
• Leads & manages special projects or programs including brand technology deployment programs as needed.
• Formulating and revising customer support policies and promote their implementation.
• Informing the team of all new information related to products, procedures, and trends relating to Customer Support activities. Developing ongoing continuous improvement and associated documentation on Customer Support process/success routines.
• Interviewing and hiring new employees.
• Developing and delivering performance evaluations, following the disciplinary process according to company policy and overseeing and evaluating the team's ongoing training efforts.
• Identify significant business risks and escalate to the appropriate leadership teams.
• Maintaining 100% Staffing
• Represents DES, as needed, at Brand Meetings/Conventions and other Franchise Leadership routines
• Travel 10%-15%
• Hybrid Schedule - 3 days in the office, 2 days at home
• Must be fully vaccinated for Covid
• Excellent benefits: medical, dental, vision, vacation, sick time, floating holidays, holidays, life insurance, wellness program, retirement plan

Required Skills

• Minimum of 4 to 6 years of experience in Operations, Customer Service setting or Call Center Management. Commercial Foodservice or Restaurant experience is a plus.
• Bachelor's degree required.
• Strong People Leadership and Communication Skills
• Excellent organizational, project management and time management skills, including multi-tasking and ability to prioritize and meet deadlines, follow up and attention to details. Adaptable to multiple requests, daily changes and still deliver on commitments.
• Effective and engaging presenter with proven ability to compile complex data into understandable formats is essential. Must be able to deliver concise presentation materials to senior level teams with poise.
• People management experience including strong interpersonal and leadership skills: meeting facilitation, skill sharing and training, organization, conflict management, change agent, manage relationships
• Strong proficiency and advanced use of PC based applications including Microsoft 365 (Word, Excel, PowerPoint, Outlook, and Microsoft Teams), NetSuite, Power BI, and other data/analytics/dashboard tools.

Key Contacts & Interfaces

• RSCS and DES Leadership Teams
• DES Team Members in Development, Customer Support and Brand Programs
• RSCS Cross Functional Partners - Data Analytics, Warehouse, Procurement, IT, Finance, Accounting
• Franchisees and Internal Organization Development Teams
• Brand Development, Finance and Engineering Teams
• Supplier Partner Teams

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