• Leads the activities related to management of contacts and relationships with external customers • Provides customer focused distribution and value-added services to customers in compliance with their requirements and within the company’s capabilities • Leads day-to-day Customer Service Department Operations • Maintains current information on product information, promotional items, low inventory and out of stock situations, substitutions, new items, vendor and quality issues, forced shipments and conversation and test items • Manages the relationship between the Customer Service department and other departments • Acts as a coach to other associates, including direct line supervisors • Manages customer service associate’s headcount, schedules and individuals’ performance • Reviews customer service functions and productivity reporting; suggests efficiency ideas, cost reduction measures and assists with implementation of delivery changes • Interprets, trains and consistently enforces company policies, protocols and procedures • Communicates with Warehouse and Transportation teams to collaboratively resolve any customer or delivery opportunities or issues • Works assigned schedule, exhibits regular and predictable attendance and works outside of the normal schedule as required to meet workload demands. • Performs the duties of associates supervised and other related duties as needed (and as qualified).