Customer Relations Manager (70% Local Travel)

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Job description

Responsibilities:
Position Summary:

The Customer Relations Manager will be the primary point of contact/liaison between customers (restaurant owner/operators and restaurant managers) and the distribution center. The role is responsible for developing and maintaining positive relationships with customers and suppliers. The Customer Relations Manager is responsible for increasing/improving customer satisfaction, problem resolution, program participation and educating restaurant teams on new programs, processes, and procedures. Serve as a trusted advisor for our customers and a Martin Brower brand ambassador.

Position Responsibilities may include, but not limited to:

Resolve Customer and/or Driver issues or concerns; provide timely responses to any customer queries; enter all customer interactions into Customer Relationship Manager (CRM) system. Assign and follow up for resolution; communicate resolution to all stakeholders.

Schedule restaurant visits and conduct restaurant location delivery observations focused on restaurants with lowest service (delivery on-time metric and deliver accuracy metric)

Conduct Inventory Management Effectiveness Training (IMET) to help our customers improve their food costs. Offer training and encourage all owner operators to set up classes for their managers.

Partner with distribution center leadership to assist with development of master delivery schedules. Responsible for communication to owner operator/restaurant managers to gain buy-in and address concerns with schedules.

Participate in Driver meetings and events - educating on service performance and customer requirements.

Attend and present at owner/operator meetings or events, new product trainings and new restaurant opening.

Serve as subject matter expert for customers on back-room/stock room organization.

Educate customers on DC to restaurant touchpoints, policies and processes including the promotion of new initiatives and new technology.

Serve as the DC liaison during new store/restaurant openings, construction projects, restaurant/store closings. Partner with team to develop plans to coordinate efficiency/execution of deliveries.

Organize and/or attend Ronald McDonald House Charity (RMHC) events.

Other projects or duties as assigned.

Qualifications:
Required Skills and Experience:

Bachelor's Degree with 6+ years of related experience or High School Diploma with 9+ years of work experience in customer management/customer service

Demonstrated problem-solving skills

Excellent communication and interpersonal skills; comfortable and effective in managing through difficult conversations with customers, peers and business partners.

Proven ability to multi-task effectively and produce accurate, timely results in a fast paced, constantly changing environment

Ability to work proactively and constructively in a fast-paced, collaborative, team environment

Ability to act with discretion regarding sensitive information

Highly motivated self-starter with a positive work ethic

Demonstrated proficiency in Microsoft Office Suite, particularly Excel and PowerPoint

Strong presentation skills

Willing to work any schedule as unexpected circumstances arise, including weekends and holidays, due to our 24/7 environment

Must be able to travel 60%-70% locally

This position must pass a post-offer background and drug test

Bilingual Spanish preferred

Physical Demands and Work Environment:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Due to the nature of our business in regard to such things as delivery schedules, order inputs, selection, and Department of Transportation Hours of Service, overtime, attendance, and punctuality are essential job functions. Should an individual in this classification not be able to adhere to this requirement due to a disability, they should contact their Human Resources department to see what, if any, reasonable accommodation may be made.

Equal Opportunity Employee & Physical Demands:
Reyes Holdings and its businesses are equal opportunity employers. Company policy prohibits discrimination and harassment against any applicant or employee based on race, color, religion, sex, pregnancy or pregnancy-related medical conditions, marital status, sexual orientation, gender identity or expression, age, national origin, citizenship, disability, genetic information, military or veteran status, or any other basis protected by applicable law. In addition, the Company is committed to providing reasonable accommodation to applicants and employees in accordance with applicable law. Requests for accommodation should be directed to your point of contact in the Talent Acquisition or Human Resources departments.

Background Check and Drug Screening:
Offers of employment are contingent upon successful completion of a background check and drug screening.

Pay Transparency:
Our compensation philosophy embraces diverse factors for fair pay decisions, valuing skills, experience, and the needs of our business. Moreover, this role may have the opportunity to participate in a discretionary incentive program, subject to program rules.

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