Customer Service Team Lead

Job Overview

This position oversees all areas of the Customer Service Department and Sales Desks while supporting general office management functions. The role ensures smooth daily operations, effective team performance, and consistent service delivery to both internal partners and customers.

What does your day look like?

Some of your duties may include:

• Managing and participating in all new-hire training for Customer Service and Sales Desk team members.
• Coordinating and overseeing cross-training within the department to ensure coverage and operational continuity.
• Reviewing Power Integrator reports throughout the day to identify electronic order exceptions and working with coordinators or customers to resolve issues.
• Reviewing duplicate order reports to identify and resolve potential problems.
• Reviewing daily operational reports with CSRs, including daily sales, return sheets, ZZ reports, and shortage reports.
• Running and reviewing afternoon reports highlighting items below cost and potential foodservice shortages.
• Troubleshooting order and delivery issues related to daily delivery routes and collaborating with Transportation to resolve them.
• Providing desk coverage as needed, including entering orders, answering phones, and responding to order status inquiries from sales representatives and customers.
• Maintaining and updating Customer Service procedures and reference materials, including sales representative listings, territories, phone lists, account minimums, route cut-off sheets, and special handling procedures.
• Communicating general office announcements, procedural updates, and policy changes.
• Reviewing employee timesheets and online time clock entries.
• Approving and submitting vacation and sick time and reconciling time-off records in the ADP system.
• Managing office operations, including copier supplies, maintenance calls, and reconciliation of copier statements.
• Reconciling weekly and monthly vendor invoices.
• Coordinating logistics for General Sales Meetings, including space procurement, hotel accommodations, handouts, and follow-up tasks.
• Supporting miscellaneous divisional responsibilities, including processing pickup requests, billing specialty vendor orders, and assisting with general CSR support needs.

Things you need to be able to do:

• Communicate clearly and effectively, both verbally and in writing.
• Use Microsoft Word, Excel, Access, and Outlook proficiently.
• Work comfortably with order entry and inventory management systems.
• Analyze reports and data to identify issues and opportunities for improvement.
• Manage multiple priorities while maintaining accuracy and organization.

Things that are a plus but not a deal-breaker:

• Strong team-building and delegation skills.
• Management experience supporting planning, training, and process improvement.
• Experience with customer complaint tracking systems and feedback programs.
• Ability to work independently with minimal supervision.

What we think you’ll love about Gourmet Foods International:

• Stay Active: Engage in fast-paced, dynamic work that keeps each day moving.
• Career Growth: College tuition reimbursement and advancement opportunities.
• Learning Culture: Work with evolving systems, technology, and specialty food products.
• Team Environment: Join a supportive, collaborative team that values communication and teamwork.

SCHEDULE: Monday through Friday form 8:00 am to 5:00 pm

What else can we offer?

Gourmet Foods Benefits include Medical Insurance, Dental Insurance, Vision Insurance, Life Insurance, Short-Term Disability, Long-Term Disability, and Accident Insurance. We also offer a 401(k) with matching contributions, Profit Sharing, Competitive Salaries, Flexible Paid Time Off (PTO), Paid Holidays, Free College Tuition, PAID Parental Leave, Professional Development Programs, opportunities to grow within the Company, Employee Discounts, and a Referral Bonus.

GFI is a drug-free employer. You voluntarily consent to a pre-employment drug screen, and a background check will be conducted as part of the hiring process. Background checks can include, but are not limited to, previous employment, education, and criminal records.