Manager, Member Services (Customer Service)

* NO RECRUITERS PLEASE

POSITION: MANAGER, MEMBER SERVICES (Customer Service Manager)

Supervises: MEMBER SERVICES SUPPORT STAFF

BASIC PURPOSE OF POSITION:

Under the general supervision and administrative direction of the Director of Member Services, is responsible for the daily management of the member services support staff.

Exceeding member and internal member services expectations is metric #1.  To include: successfully processing member purchase orders, reconciling member deductions and vendor invoice discrepancies.  Ensuring that direct sales recaps are properly received from vendors and recorded, maintaining price pages and communicating promotional bullets to members.  Working with assigned members to improve the accuracy and efficiency of price pages and order processing and overall member services.

ESSENTIAL JOB FUNCTIONS:

1. Mentors and coaches member services staff to deliver the highest possible member and internal member services.
2. Manages a team of 10-12 people
3. Employs superior communication skills to establish credibility with members, internal customers and teammate representatives.  Communicates with the Director of Member Services to keep him/her apprised of member services status, progress and challenges.
4. Employs superior communication skills to establish credibility with members, internal customers and teammate representatives. Communicates with the Director of Member Services to keep him/her apprised of member services status, progress and challenges
5. Assists the Director of Member Services in developing training curriculum for new and exiting member services associates.
6. Directly responsible for ensuring new associates are thoroughly and properly trained before taking on their member assignments.
7. Assists Director of Member Services to develop key performance metrics for measuring and achieving superior member services.
8. Implements member and internal member services feedback vehicles to measure the effectiveness of our center store member services.
9. Furthers companies value to members by coordinating member projects and assigning them to subordinates for completion.
10. Ensure the successful and accurate communication of item and vendor information to members via price pages.
11. Ensures all orders are properly received and processed the same day they are received.
12. Enhances the ability of departmental associates to deliver quality member services to members by managing and developing subordinates; this includes instituting, reviewing, and following up on on-the-job training programs, conducting performance appraisals of direct reports, and recommending promotions, merit raises, and other actions as appropriate.
13. Works with managers from other ddepartments to ensure internal member services objectives are consistently being met.
14. Performs other related duties as assigned to include backing up support staff during vacations.
15. This group supports member pricing, vendor side, over all attention to detail, order transactions, invoice discrepancies

QUALIFICATIONS:

Previous experience:  3 - 5 years successful experience in a member services management position (aka:  customer service).

Education: Bachelor’s degree in Business, related field.

Technical skills:  Ability to use standard business software at an advanced level.

Other qualifications:

• An understanding or background in the food industry, frozen foods, canning, a plus 
• Well-developed member services and personnel management skills.
• Proven ability to manage in a matrix oriented organization.
• Proven ability to manage others and inspire confidence.
• Ability to interact with others at all levels on a daily basis.
• Strong oral and written communication skills/confident and good with people
• Ability to develop appropriate material and present to small and mid-size groups.
• Ability to successfully resolve conflict among team members and potentially with business partners.
• May be required to travel by air and by automobile.