Customer Service Manager

6 months ago

Cambridge, Canada Domino's Corporate Full time

**Company Description**
Domino’s started back in 1960 as a single-store location in Ypsilanti, Michigan. Over the years, we expanded to three stores, and thus came the three dots on our logo. The original plan was to keep adding dots for every store, and at over 18,000 stores worldwide (6,300 in the U.S.) you can probably figure out why that original plan didn’t work.

You might be thinking, “Wow, how does Domino’s get food to 18,000 stores?” Well, that’s where you come in. We have 22 food supply and dough manufacturing centers in the U.S., and seven more across Canada, Hawaii and Alaska. They provide fresh dough, equipment and supplies to franchise and company-owned Domino’s stores in the U.S. and Canada. In 2019 alone, these centers made 720,000 deliveries.

Want to get in on the fun? We’d love to have you.

The Customer Service Manager is an integral part of the SCC Management Team and includes managing the administrative team and collaborating with both SCC and WRC departments to provide consistency in operations and financial performance throughout the supply chain centre while meeting the needs of our customers.

RESPONSIBILITIES AND DUTIES

(65%) Team and SCC Management

Financial
- Ensure accounts receivable aging is reviewed and collection efforts are ongoing.
- Ensure accounts payables SCC adheres to separation of duties, three-way matching, schedule of authorization and appropriate use of purchase orders
- Review of inventory controls in system
- Review of weekly keys and period results
- Provide reporting and communicate with the WRC Accounting and Finance teams
- Create and manage departmental budget to meet annual targets
- Manage weekly payroll functions with company standards and retention policies
- Partner with HR department in implementing human resources initiatives including safety, wellness programs, benefit rollouts, compliance, and other projects

Team Member Development
- Plan and prepare work schedules according to budget and workload
- Plan, develop and execute strategies for departmental improvement
- 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 end users in system functionality and functional processes
- Lead and perform in special projects as required
- Manage turnover, monitor actions, and provide input regarding team member relations, hiring decisions, promotions, pay increases, disciplinary actions, and terminations

(30%) Customer Service
- Lead and support the Customer Service team who provides support for stores and franchisees with timely dispatch and order accuracy
- Ensure that each customer receives outstanding customer service by providing a friendly environment
- Timely follow up and processing of credit requests
- Manage paperwork flow to drivers, including necessary COD collections and special instructions
- Frequently evaluate tools in place to ensure there is a high level of communication between customer service, production and warehouse team members
- Provide support to operational departments, facilitating quality deliveries and product pickups for customers
- Maintain and follow-up on store survey comments and current net promoter score (NPS)
- Maintain vendor item updates for customer’s (EFO) via the remote menu management system (RMM)
- Problem solve on issues that impact the service, efficiency, and productivity of the center
- Communicate with other Managers and the Director to resolve work complaints and answer questions of customers regarding services and procedures
- Facilitate meetings with leadership and customers
- Coordinate all national product rollouts, including updates and deliveries for store trainings
- Attend and present material at local Advisory Board meetings
- Respond to Slice of the Pie complaints
- Create, maintain, and distribute new customer orientation materials
- Communicate operational and product updates to customers
- Conduct product training classes for customers
- Develop and execute training/rollout schedule for new products
- Attend store manager and DMA meetings
- Coordinate customer tours of facility
- Coordinate product incident reports, Q/A holds and recalls as directed by Q/A department
- Collaborate with national school lunch team (Smart Slice) to ensure accurate deliveries in accordance with to program guidelines

(5%) Office Management
- Maintain and coordinate phone system and facility computer needs
- Facilitate staff meetings including setting the agenda and publishing minutes
- Manage team member relation and appreciation programs
- Work closely with the IT/IS departments to install and/or troubleshoot office and equipment concerns and issues
- Continuous learning of software systems including but not limited to: PeopleSoft, ATS, SAP, Domicas, Pulse BOS, RMM, and PeopleNet
- Oth

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