Customer Support Team Leader
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Job Location:
Ann Arbor, MI - USA
Monthly Salary:
Not Disclosed
Posted on:
6 hours ago
Vacancies:
1 Vacancy
Job Summary
The Customer Service Team Leader is a part of the Control Tower Customer Service management team for Dominos Pizza Corporate Supply Chain. This position reports to the Customer Service Manager and leads a team of customer service representatives. The Customer Service Team Leader will collaborate with both Supply Chain Centers and World Resource Center (WRC) departments to provide consistency in operations while meeting the needs of our customers.
Main responsibilities
Manage and coordinate the daily activities of the Control Tower Customer Service team members who provide operational support to franchisees store managers and our Supply Chain Center teams.
- Lead and manage a team of Customer Service Representatives responsible for processing orders for Supply Chain Centers (SCCs) nationwide.
- Oversee all aspects of order management including order entry verification and timely waving to support SCC teams.
- Maintain vendor item updates for customers (EFO) via the remote menu management system (RMM)
- Ensure efficient handling of customer inquiries via phone email and other communication channels maintaining a high standard of service.
- Manage credit-related processes by monitoring trends tracking KPIs and collaborating with SCCs to implement improvements.
- Coordinate support across multiple time zones and ensure coverage for a 6- day workweek including holidays.
- Manage key store communications for SCCs across multiple channels ensuring clarity and timeliness.
- Coordinate all national product rollouts including updates and deliveries for store training
- Communicate operational and product updates to customers
- Develop and execute training/rollout schedule for new products
- Coordinate product incident reports QA holds and recalls as directed by QA department
- Collaborate with national school lunch team (Smart Slice) to ensure accurate deliveries in accordance with to program guidelines
- Utilize SAP Salesforce Five9 Outlook and Excel to monitor workflows track performance and maintain accurate records.
- Standardize customer service workflows to drive consistency and efficiency across all processes.
- Build and maintain customer satisfaction scoring metrics; analyze results and coach team members to improve performance.
- Identify process improvement opportunities and implement best practices to enhance efficiency and customer satisfaction.
- Develop and maintain strong relationships with internal teams and SCC facilities to ensure seamless operations.
- Monitor team performance provide coaching and foster a culture of continuous improvement.
- Team Member Development
- Create and implement team development plans to build skills and support career growth.
- Pay-for-performance process with direct reports including: regular performance feedback sessions semi-annual goal appraisal annual formal performance appraisal and pay recommendations
- Attend and participate in Leadership & Development training sessions
- Train team in system functionality and functional processes cross training in other areas when possible.
- Lead initiatives to strengthen team capabilities in systems communication and problem-solving.
- Lead &/or perform special projects as required
- Manage turnover and monitor actions and provide input regarding team member relations hiring decisions promotions and pay increases disciplinary actions and terminations
- Manage Office Administration functions as needed
- Maintain/Coordinate phone system and computer needs
- Collaborate with SCC leadership to ensure high-quality service delivery and effectively address all identified needs.
- Continuous learning of software systems including but not limited to: PeopleSoft ATS SAP Domicas Salesforce Pulse BOS RMM PeopleNet and Five9
- Work closely with the IT/IS departments to design and build enhancements to customer service process through system upgrades.
- Execute onboarding of new team members to Control Tower team
Qualifications :
- Bachelors in Business Supply Chain or related field or equivalent experienceideally in food manufacturing or retail.
- 3 years customer service experience preferably in the food service supply chain or retail industries
- 3 years supervisory experience with a proven ability to lead team members in meeting goals and objectives
- Knowledge in Microsoft office applications Sales Force SAP and Five9 preferred
- Ability to adjust priorities and manage time wisely in a fast-paced environment
- Ability to communicate in a clear concise understandable manner and listen attentively to customers and others
- Ability to analyze KPIs identify trends and implement process improvements.
- Strong problem-solving skills with a continuous improvement mindset.
- Strong interpersonal communication organization and follow-through skills
- Willingness to support a 24-hour operation (nights/weekends/holidays)
Additional Information :
The Customer Service Team Leader role offers a base salary up to $85000 annually plus bonus potential based on overall company performance. The compensation offered is dependent on skills and experience level.
Benefits:
Paid Holidays and Vacation
Medical Dental & Vision benefits that start on the first day of employment
No-cost mental health support for employee and dependents
Childcare tuition discounts
No-cost fitness nutrition and wellness programs
Fertility benefits
Adoption assistance
401k matching contributions
15% off the purchase price of stock
Company bonus
All your information will be kept confidential according to EEO guidelines.
Remote Work :
No
Employment Type :
Full-time
Key Skills
About Company
Whats behind one of the worlds top public restaurant brands? Fun and innovative franchise and corporate team members who are driven to win. Inspired to make each day better than the last, people may join for different reasons but what motivates them to stay are the passionate and ta ... View more
