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Field Customer Relations Manager

Martin Brower
United States, California, City of Industry
April 11, 2024

Salary: $85,000 anually

Position Summary: The Customer Relations Manager will be the primary point of contact/liaison between customers (restaurant owner/operators and restaurant managers) and the distribution center. The role is responsible for developing and maintaining positive relationships with customers and suppliers. The Customer Relations Manager is responsible for increasing/improving customer satisfaction, problem resolution, program participation and educating restaurant teams on new programs, processes, and procedures. Serve as a trusted advisor for our customers and a Martin Brower brand ambassador.
Position Responsibilities may include, but not limited to:

  • Resolve Customer and/or Driver issues or concerns; provide timely responses to any customer queries; enter all customer interactions into Customer Relationship Manager (CRM) system. Assign and follow up for resolution; communicate resolution to all stakeholders.
  • Schedule restaurant visits and conduct restaurant location delivery observations focused on restaurants with lowest service (delivery on-time metric and deliver accuracy metric)
  • Conduct Inventory Management Effectiveness Training (IMET) to help our customers improve their food costs. Offer training and encourage all owner operators to set up classes for their managers.
  • Partner with distribution center leadership to assist with development of master delivery schedules. Responsible for communication to owner operator/restaurant managers to gain buy-in and address concerns with schedules.
  • Participate in Driver meetings and events - educating on service performance and customer requirements.
  • Attend and present at owner/operator meetings or events, new product trainings and new restaurant opening.
  • Serve as subject matter expert for customers on back-room/stock room organization.
  • Educate customers on DC to restaurant touchpoints, policies and processes including the promotion of new initiatives and new technology.
  • Serve as the DC liaison during new store/restaurant openings, construction projects, restaurant/store closings. Partner with team to develop plans to coordinate efficiency/execution of deliveries.
  • Organize and/or attend Ronald McDonald House Charity (RMHC) events.
  • Other projects or duties as assigned.