Client Services Manager - Buffalo, NY

Position Summary: · Provides excellence in customer service delivery through personal efforts and management of the Client Service Teams across the region. Implements and maintains established work procedures that support department standards, performance metrics, and strategic o ...

Job description

Position Summary:
Provides excellence in customer service delivery through personal efforts and management of the Client Service Teams across the region. Implements and maintains established work procedures that support department standards, performance metrics, and strategic objectives. Trains and supports staff under their direct supervision. Continually evaluates processes and recommends improvements for operational effectiveness. Actively collaborates with Sales team to provide best in class sales support. Keeps an open flow of communications to clients, customers, and Affinity personnel.

Essential Functions:

• Represent Affinity in an ethical and professional manner consistent with our Core Values
• Treats associates, customers, clients and guests with respect and embraces diversity in all interactions
• Provide favorable, continuous customer service and sales support.
• Oversee and manage Client Service Specialists within the department regarding daily operations including, but not limited to, customer service, phone etiquette, Client and Customer policies/procedures, invoice and order entry/processing, departmental goals/projects, Affinity policies and procedures, and all other objectives as assigned by management
• Delivers results according to agreed upon outcomes, communicates progress, and strives to meet commitments even when difficult or significant change is involved
• Instructs, trains and guides employees in their assigned functions, motivates them to perform effectively, and follows up to ensure desired results are achieved.
• Effectively leads team in tackling challenges, and provides recognition and constructive feedback.
• Provide Client Service Specialists with precise and detailed instructions to complete assigned projects
• Contribute to the talent management and development of Client Services Team by identifying talent needs, interviewing and selecting team members, evaluating performance, and following HR directions/compliance in the coaching process
• Proactively communicates with team members and business colleagues across department and organization to maximize service and minimize issues.
• Enters and maintains data and orders in the Affinity order management system
• Assist Affinity Finance Team with information and paperwork necessary to reconcile commissions, accounts receivables, or any other aspect of Affinity financials
• Assist Account Managers and Client Service Specialists on any issues that interfere with the placement or shipment of orders. i.e. credit referrals, credit holds, late trucks or "no-show" trucks, etc
• Respond in a timely manner to any request for information from management, clients, and customers
• Ensures accurate pricing and invoicing, as well as communicating and confirming receipt of pricing changes and promotions
• Resolve pricing, invoice , delivery, quality issues with the appropriate parties both internally and externally
• Assist clients with deductions
• Establishes and maintains proactive communication with customers to ensure excellent service delivery with focus on quality, timeliness, and building and maintaining long term customer loyalty
• Daily phone, email, fax communications
• Order, monitor, pack and unpack samples
• Other duties as assigned and requested

Education and Experience
:

• Minimum 5 years experience in Customer Service.
• Minimum 2 years experience in a Supervisory role.
• Experience in the food industry, specially grocery or food service, is extremely advantageous

Knowledge, Skills, and Abilities:

• Flexible and able to manage adversity.
• Microsoft office suite experience with emphasis on Word, Excel, PowerPoint, and Outlook
• Strong Communication skills
• Technology skills communicating through email, possible phone and text messaging
• Effective manager, coach, collaborator, and contributor functioning in both live and remote/virtual environments
• Self-motivating, congenial, responsible, reliable, and results-oriented
• Highly organized and pays close attention to detail, accuracy, and timelines

Physical Requirements / Working Conditions

• Ability to lift 30lbs with or without help
• Sitting and Standing
• Normal office environment, desk position

The Affinity Group is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
All employment is decided on the basis of qualifications, merit, and business need.
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