Customer Service Manager in Raleigh, NC at Reddy Ice

Date Posted: 7/2/2019

Job Snapshot

  • Employee Type:
  • Location:
    Raleigh, NC
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Job Requisition


Worker Time Type

Full time

Worker Sub-Type



Job Description


Lead all customer facing and supporting activities for the market.  Manage CSRs/Dispatchers to ensure positive business relationships with all customers and contacts.  Manage DSD Delivery to meet all delivery and customer service standards (efficiency, effectiveness, and safety).


1. Manage all aspects of Market customer service through the CSR/Dispatcher function:

a. Maintain customer information for Market (e.g. delivery hours, ice capacity)

b. Manage escalated phone calls

c. Manage tickets opened by Customer Care for Market (7 days / week)

2. Lead the CSR/Dispatch function to develop routing for all Market locations

a. Establish optimal static route frequencies; maintain optimal static routes (adjusting regularly as required)

b. Update and optimize routing daily aligning to driver and fleet resources at each Hub

c. Adjust routing plan throughout day, as required

d. Communicate routing plan to locations (locations to communicate skipped stops to Hub)

e. Communicate with spokes and drivers regarding routing improvement opportunities

f. Manage location and driver performance (e.g. following route, staying on schedule, delivering expected bags, satisfying customers, managing safety and other KPIs)

3. Lead continuous improvement initiatives

a. Track and communicate quantitative and qualitative performance metrics

b. Manage performance and drive continuous improvement in performance scorecards

c. Share best practices with peers and leadership team

4. Manage drivers and fleet at the Hub

a. Hire, train, and manage all Hub DSD drivers, including scheduling and driver check-in

b. Ensure all deliveries (regular & special event) are made promptly & efficiently

c. Manage  driver execution and DVM board; coach hub drivers on performance; investigate and eliminate skipped stops, DNS, unscheduled stops, and hours in excess of plan

d. Exercise safety precautions and train employees to do the same; investigate all driver accidents and file proper paperwork; maintain Driver / DQ files; manage HOS

e. Manage handhelds, fuel card, and fleet (including truck files, PM’s, other maintenance)

f. Check with customers on merchandising / quality of service; resolves any problems

5. Schedule and manage intracompany transport and special events

6. Manage distributors to ensure they meet customers delivery schedule and service needs

7. Collaborate with Regional Routing Manager, HR, Accounting, Plant/DC Managers, VP On-Site Solutions, FESM, and other Market/Regional leaders to drive improvement

8. Create a productive and positive culture.

o Develop and coach team

o Ensure standardized work processes are followed

o Identify high performing staff and facilitate their growth

o Communicate key initiatives and messages (e.g. through staff meetings)

9. Conduct activities to support the business (e.g. support of sales reps, development of budget)

10. Create a culture of safety by communicating and managing safety programs, initiatives, and KPIs.

11. Assist co-workers and managers with their duties as helpful; assume other duties and responsibilities required or assigned by management.

12. Comply with all corporate policies, as well as local, State and Federal Agency laws, regulations, and guidelines for quality, environmental, and safety standards. (e.g. DOT hours of service requirements)

13. Adhere to our Code of Business Ethics.  We value honesty and integrity and expect our employees to be committed to the highest ethical standards.





North Carolina


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