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CUSTOMER SERVICE SUPERVISOR

 

A family of companies and experiences

As the leading foodservice and support services company, Compass Group USA is known for our great people, great service and our great results. If you’ve been hungry and away from home, chances are you’ve tasted Compass Group’s delicious food and experienced our outstanding service. Our 200,000 associates work in award-winning restaurants, corporate cafes, hospitals, schools, arenas, museums, and more in all 50 states.

Our reach is constantly expanding to shape the industry and create new opportunities for innovation. Join the Compass family today!

great people. great services. great results.

Each and every individual plays a key role in the growth and legacy of our company. We know the next big idea can come from anyone. We encourage developing and attracting expertise that differentiates us as a company as we continue to raise the bar.

 

Job Description:

Foodbuy is the industry’s leading Group Purchasing Organization (GPO) focused on being a world-class provider of foodservice and hospitality purchasing, supply chain and support services, renowned for our great people, our great services and our great results.

 

The BuySmart Purchasing Support Desk is a key component of our support services strategy helping operators across the US and Canada on issues and inquiries related to purchasing. 

 

The OneSource Lead role is to take an active leadership role in the day-to-day activities including training, key performance indicator development and work flow management of the Resolution Specialists focused on providing a positive customer experience.  We act as a liaison between Foodbuy and the OneSource Customer and we are responsible for positively promoting the brand and culture of Foodbuy.  The OneSource Lead will collaborate and coordinate with other Foodbuy internal team members, suppliers and customers.  The Supervisor will be responsible for enhancing customer service and operational efficiency.

Job Summary

Responsibilities:  

  • Motivate and inspire the team to provide a great customer experience.
  • Support BuySmart Purchasing Support Desk Supervisor and management in meeting key performance indicators.
  • Effectively handle escalated calls, complaints, questions, and queries as needed.
  • Ensure the facilitation of cross functional communication and collaboration among team members.
  • Create a sense of ownership within the BuySmart Leads.
  • Communicate and live the company’s purpose, core values, and vision to the team.
  • Ensure associates follow schedules appropriately as designed and assist in design and development of the schedule.
  • Conduct Check Point meetings with the leads to ensure they are meeting their goals throughout the year.  Work with them on personal development and ensure they are getting training needed to develop their skillsets. Provide stretch assignments to help them become more proficient in their development.  Provide case reviews to ensure they are meeting their service level agreements, giving proper case resolutions and escalating if cases need assistance to get proper resolution.
  • Continually strive for ways to improve effectiveness and efficiency of support services, processes and technology being used to enhance customer experience.
  • Represent BuySmart Purchasing Support Desk in Supplier and Customer Meetings.
  • Knowledge of technology required to facilitate day-to-day business and identify process improvement opportunities.
  • Support all Foodbuy purchasing programs, customers’ needs, and/or strategic initiatives.
  • Implementation of Foodbuy policies and procedures.
  • Weekend and On Call responsibilities shared with other Supervisors throughout the year.
  • Other duties as required.

 

Qualifications:

  • Strong knowledge of customer care techniques and processes. 
  • Exceptional analytical and listening skills.
  • Coaching, motivating, and interacting with people is a must.
  • Must be flexible to work extended hours.
  • Operate within a Support Desk environment as a leader. 
  • Collaborative – works well as a member of a team.
  • Demonstrated ability to innovate processes and procedures.
  • Detail-oriented with exceptional organizational and prioritization skills, deadline management, and requiring minimal direction on activities.
  • Flexibility to adapt to ever changing business needs.
  • Strong verbal and written communications skills.
  • High level of Integrity and Ethics.
  • Advanced computer skill sets in working with MS Office Suite (Word, Excel, PowerPoint, SharePoint, and Outlook). 
  • Experience in working with Case Management Software (i.e. Remedy) and Phone Queue technology (i.e. Cisco Agent).
  • Completion of undergraduate degree and/or equivalent business experience in customer service.
  • Purchasing/procurement experience a plus.
  • Hospitality or foodservice experience a plus.

Apply to Foodbuy today!

Foodbuy is a member of Compass Group USA

Click here to Learn More about the Compass Story

 

Compass Group is an equal opportunity employer.  At Compass, we are committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law.

Req ID: 248884

Foodbuy 

CAMERON C BLACK 

SALARIED EXEMPT 


Nearest Major Market: Charlotte

Job Segment: Food Service, Customer Service, Hospitality