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Customer Service Manager

At SpartanNash, we deliver the ingredients for a better life through customer-focused innovation. We do this for our supply chain customers and U.S. military commissaries, retail store guests and, most importantly, our Associates. In fact, we see a day when each will say, “I can’t live without them.”

Our SpartanNash family of Associates is 17,000 strong, ranging from bakery managers to order selectors; from IT developers to vice presidents of finance; from HR Business Partners to export specialists. Each of them plays an integral role in SpartanNash’s People First culture, Operational Excellence and Insights that Drive Solutions. Ready to contribute to the success of our food solutions company? Apply now!


4668 Cascade Rd - Grand Rapids, Michigan 49546

Job Description:

Position Summary:

This role is responsible to manage the customer service process and for meeting or exceeding the performance measures established for the assigned customer service team. Provide oversight to ensure customer issues are addressed in an accurate and timely manner. Perform root cause analysis on patterns to address and eliminate trend issues.

Here's what you’ll do:

  • Manage the assigned customer service team; provide oversight to ensure customer issues are addressed in a timely manner.

  • Ensure customer service team follows issues through to completion and partners with other departments (i.e., IT, Distribution) as necessary to ensure communication and status updates of issue resolution with customer.

  • Delegate, monitor and coordinate department functions to meet deadlines required by customers and operations; schedule and organize personnel to accommodate anticipated workflow.

  • Monitor/document the quality of transactions processed, incoming and outgoing telephone calls, images reviewed and provide continuous feedback to staff.

  • Develop effective working relationships with key customer contacts and maintain customer contact via telephone, e-mail and written communication to maintain positive relationship between the Company and the customers.

  • Work to understand business conditions, future needs, document findings, and inform sales personnel of potential opportunities.

  • Work closely with the National Account or Sales team and communicate information (i.e., orders, pricing issues, late deliveries, etc.) in a timely manner and work with internal departments to resolve any ongoing issues.

  • Prepare and distribute reports to customers (i.e., late/missing orders, etc.) and research errors and issues to correct in a timely manner.

  • Monitor issues and work with customers to maintain positive customer satisfaction.

  • Oversee the maintenance of the customer service tracking database; ensure customer service team documents customer inquiries, requests and issues in a timely and accurate manner.

  • Evaluate the effectiveness of the customer service operation and the efficient utilization of customer service equipment; recommend process adjustments, corrective services and system enhancements to ensure customer satisfaction meets or exceeds expected service levels.

  • Perform root cause analysis on patterns of documented inquiries and issues to address and eliminate trend patterns as applicable.

  • Participate in developing new customer service policies and procedures and recommend changes to existing practices as required to improve operations according to performance indicators or to support changing business requirements.

  • Communicate, implement and interpret customer service policies and procedures.

  • Maintain severity level definitions and ensure team applies consistent sense of urgency to issues reported.

  • Escalate severe issues regarding customer orders or service to management and/or IT Customer Support Center Management as appropriate.

  • Work with management to create best solutions for customer.

  • Maintain delivery/order schedules and contact information for shipping locations for national accounts as needed.

  • Responsible for department management including staffing, training, performance management and career development of associates, and developing and monitoring department goals.

  • Develop and monitor department budget as required.

  • Additional responsibilities may be assigned as needed.

Here’s what you’ll need:

  • Associate's Degree (Required) in Business Administration or related field or equivalent combination of education and/or experience.

  • 5 years of customer service experience, preferably in food distribution industry.

  • Two years of supervisory experience.

  • Excellent verbal and written communication skills.

  • Strong ability to listen and elicit information effectively.

  • Excellent organization, motivation, leadership, and interpersonal skills.

  • Ability to lead, coach, and mentor staff.

  • Demonstrated knowledge of customer support activities.

  • Proficient with Microsoft Office Excel, Word, and PowerPoint.

Physical Requirements:

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

May be required to lift and/or move up to 30 pounds frequently, and up to 50 pounds occasionally. The associate is required to stand and walk for extended periods of time and may bend, stoop, twist and turn frequently. While performing the duties of this position, the employee is subject to a typical retail store environment (varied temperatures) and is exposed to outside weather conditions. The noise level in the work environment is usually low to moderate. Travel requirements vary by assignment.

As part of our People First culture, SpartanNash is proud to offer a robust and competitive Total Rewards benefits package.

SpartanNash is an Equal Opportunity Employer, including disability and veteran, that celebrates diversity and believes employing a diverse workforce is key to our success. We are committed to providing equal employment opportunities to all individuals.

We are not able to sponsor work visas for this position.

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Putting People First

Just what do we mean when we say that SpartanNash has a People First culture? Helping others feel valued and recognized for their work, providing helpful feedback to help coworkers improve, and rewarding winning performance are all ways that we can – and do – live this culture on a daily basis.

Learn More About Our Culture

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At SpartanNash, people matter. We want to hire and retain the best, then help them succeed. If that’s you, let’s find your next role at our food solutions company.

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