Customer Service Supervisor

Company:REMA FOODS, INC. has been a leader in importing quality foods since 1964. We source everyday and specialty products"”like tuna, olives, oils, and mushrooms"”from over 50 countries. Our clients, including Fortune 500 companies, rely on us for sourcing, quality control, logistics, and more. Find out more here: /company/rema-foods-inRole:The Retail Customer Service Supervisor oversees the daily operations of the retail customer service team, ensuring exceptional service delivery, productivity, and efficiency. This role focuses on leadership, process optimization, and performance-driven outcomes while proactively addressing challenges, implementing solutions. and driving performance metrics.Responsibilities:Lead and Supervise TeamManage a team of 4-6 customer service representatives, providing mentorship, training, and motivation to ensure high performance and morale.Retail Account ManagementOversee day-to-day operations for key retail accounts (e.g., Walmart, Kroger, Dollar General), including issue resolution, order accuracy, and client communication.Portal and EDI OversightEnsure timely and accurate entry into retail portals (e.g., Retail Link, DG Compass) and oversee EDI transactions to reduce errors and improve efficiency.New Item and Customer OnboardingCoordinate launches of new products and set up new retail accounts, ensuring all processes are executed accurately and on time.Cross-Functional CollaborationWork with internal teams (Sales, Logistics, Supply Chain, A/R) to align service goals and resolve issues quickly.Drive Process and Service ImprovementsContinuously evaluate and improve processes to enhance team productivity, customer satisfaction, and service quality.Requirements:Experience:5-10 years of customer service experience with retail accounts (Walmart, Kroger, etc.).3-5 years of supervisory experience managing teams of 4-6 people.Experience onboarding new accounts and managing new item setups.Technical SkillsProficiency in Excel (assessment required), EDI systems, and ERP tools like SAP or Microsoft Dynamics BC.Familiarity with retail portals such as Retail Link (Walmart) and DG Compass (Dollar General).Ability to identify and correct errors and manage item cross-reference numbers.Industry KnowledgePreferred background in food-related customer service; experience with pharmaceuticals, pet food, or vitamins also acceptable.Claims management experience (e.g., damages, shipping discrepancies) is essentialLeadership & CommunicationStrong ability to coach, develop, and communicate with team members.Adaptable self-starter with a solution-oriented mindset and a focus on boosting team morale.Organization & MultitaskingExcellent organizational skills with the ability to manage multiple priorities in a fast-paced environment.Strong follow-through and attention to detail are criticalSpecifications (Minimum requirements):High School Diploma/GED5-10 years of experience in retail customer service roles within the food industry3-5 years of supervisory experience in customer serviceExperience in Microsoft Dynamics BC a plusDemands/Physical Requirements:Must be able to sit and work from a computer in a remote setting for an extended period.Ability to work in an office environment.Ability to work under pressure and meet tight deadlines.On-Site Work: Must be able to commute and work on-site a minimum of one day per week.Please note: This role is eligible for a hybrid work arrangement (4 days home/1 day in the office). Currently, employees are required to work in the office on Wednesdays. Moving forward, a time may come when employees will be asked to work from the office more, but a hybrid office/remote work schedule is expected to remain.

Created: 2025-05-22