Customer Service Manager

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 17,000 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 17,000 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.

**Job Description**:
**Summary**: This role 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 center while meeting the needs of our customers.

**RESPONSIBILITIES AND DUTIES**

**(65%) Manage and coordinate the daily activities of the SCC Administrative team members who provide operational support to franchisees, store managers and interact with WRC accounting, product management and finance teams.**
- Financial - manage accounting activities to ensure SCC is in accordance with established financial controls and departmental targets:

- Accounts Receivable - ensure AR aging is reviewed and collection efforts are ongoing.
- Accounts Payable - ensure SCC adheres to separation of duties, three way matching, schedule of authorization and appropriate use of purchase orders.
- Review of weekly keys and period results
- Provide reporting and communicate with the WRC Accounting and Finance teams
- Create, manage and track departmental budget and KPI’s to meet annual targets
- Manage weekly payroll functions with company standards and retention policies
- Partner with PF/HR department in implementing human resources initiatives including; safety, wellness programs, benefit rollouts, compliance, etc.

**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 &/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

**(30%) Customer Service - team provides support for stores and franchisees to contribute to a**

**timely dispatch and order accuracy/fill rate.**
- Ensure that each customer receives outstanding customer service by providing a friendly environment
- 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)
- Problem solve on issues that impact the service, efficiency, and productivity of the center
- Communicate with other Managers and director to resolve work complaints and answer questions of customers regarding services and procedures
- Facilitate meetings with leadership and customers

**(5%) Manage office Administration functions as needed**
- Maintain/Coordinate phone system and facility computer needs
- Facilitate staff meetings - set agenda, publish minutes
- Manage team member relation/appreciation program
- Work closely with the IT/IS departments to install and/or troubleshoots office and equipment concerns and issues
- Continuous learning of software systems including but not limited to: PeopleSoft, ATS, SAP, Domicas, Pulse BOS, RMM, PeopleNet
- Work closely with the IT/IS departments to install and/or troubleshoot computer and equipment issues

**Qualifications**:

- Bachelor’s degree preferred or 2 year college degree plus equivalent work experience may be accepted. Preferably in the food, manufacturing, or retail industry
- 3-5 years customer service experience preferably in the food service, supply chain or retail industries
- 3-5 year’s supervisory experience with a proven ability to lead team members in meeting goals and objectives
- 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 cust