The Field Services Supervisor interacts with customers to provide information in response to inquiries about products and services and to handle and resolve complaints. Additionally, the Field Services Supervisor provides a direct point of contact to meet customer needs, receive and solicit for orders, and works with several departments including Commercial, Operations, and Logistics. Manages a team of employees performing field service work within an assigned area.
Responsibilities include but are not limited to:
Responds to and resolves customer service complaints and requests using a “solve by sundown” mentality.
Liaison between customer and sales, operations, or logistics as needed to solve customer issues.
Builds and maintains strong customer relationships with new and existing customers by providing excellent customer support.
Provides information in response to inquiries about accounts, products, and services.
Provides information concerning pricing, changes in service, discontinuance, and shipping.
Coordinates special deliveries as needed.
Contacts customers for order clarification regarding omitted data, numbers, and/or delivery dates.
Handles customer concerns, special orders, or returns in-store in an efficient and timely manner and follows through to ensure customers’ issue/concern has been resolved.
Possesses knowledge of product line, prices, delivery time, drop ship items, various marketing promotional services and similar data as required to answer customer inquiries
Works cross-functional to identify root cause to help solve problems creating customer service issues
Assists with DMOS process, decks, and works with teams on initiatives that have customer impact
Trains, directs, and monitors work of Field Execution Reps and Merchandisers to ensure work is meeting established standards within the area of responsibility.
Provide for the supervision of assigned employees to include scheduling of daily activities and ensuring effective selection, retention, feedback, and performance management.
Leads by example with the Dean Foods Code of Ethics. This includes following company policies, standards and specifications.
All other duties as assigned.
Bachelor’s degree required (experience may be considered, in lieu of degree, for internal candidates only)
A minimum of 2 years related experience (DSD system preferred).
Can demonstrate a high level of proficiency with Microsoft Office and other computer based applications.
Retail or customer service experience with excellent interpersonal and communication skills.
Skill in organization, time management, prioritization, and attention to detail.
Ability to adapt to changing organizational and operational needs.
Excellent verbal, written, and customer service skills.
Ability to select, coach, develop, engage, and retain a team of employees.
Strong team player who is able to work across multiple functions and disciplines.
Must be able to pass all pre-employment screens (including drug, background and criminal checks).
Dean Foods considers marijuana (including medical marijuana) to be an illegal drug. Dean Foods will rescind offers of employment to applicants who test positive for marijuana (unless restricted from doing so by state or local law). Dean Foods is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability or protected veteran status.