Auto req ID: 228337BR

Job Description

The Customer Service Manager (CSM) contributes to the success of Frito-Lay North America by leading a team of frontline employees to merchandise orders to key customers in a fast-paced direct store delivery environment. The job is in a physical work environment with varying length work days/schedule. In the CPG industry, weekends and holidays are often our most demanding days. Candidates must be willing and prepared to work weekends and holidays as is required.

Upon completion of the training program, you will share responsibility for all aspects of managing a team of Customer Service Specialists (CSSs) and Customer Service Specialists Leads (CSLs) with varying levels of experience and education. You will be responsible for administrative and technical support, as well as facilitating information. This role must manage multiple tasks simultaneously. The Customer Service Manager must be able to analyze situations accurately taking effective action under narrow time constraints. It is imperative that you have strong leadership skills, good communication skills and thrive in a fast-paced, constantly changing work environment.

Key Responsibilities:

• Successfully interact with Customers and anticipate potential customer issues, apply contingency planning to avoid customer dissatisfaction
• Lead district meetings to brief the frontline employees on scheduling and meeting delivery goals
• Conduct one-with-one meetings with CSSs to discuss performance
• Conduct \"work-withs\" and coaching sessions with CSSs to develop their selling and customer service skills
• Coach CSSs to successfully service accounts
• Collect, chart and interpret statistical data; manage multiple tasks simultaneously
• Manage multiple priorities while allocating resources between accounts
• Help employees prioritize the work and promote teamwork
• Supervise daily operations, delegate tasks and monitor progress
• Set productivity and service targets, measure performance to drive accountability

Qualifications/Requirements

• Bachelors Degree or equivalent experience
• This position is limited to persons with indefinite right to work in the United States
• Must be 21 years of age or older
• Clean driving record for the past 3 years
• Must pass a drug screen and background investigation
• Department of Transportation (DOT) physical and/or certification may also be required
• Ability to work a flexible schedule including early mornings, evenings, and/or weekends and holidays

Preferred Qualifications:

• Degree preferably in Business Administration, Sales, Marketing, or related major
• Demonstrated leadership ability
• Highly motivated self starter
• Skilled at managing financial results
• Prior related experience, preferably in Food/Beverage, DSD/Retail, etc.
• Prior experience leading a team of people

Relocation Eligible: Eligible for Standard Relocation
Job Type: Regular


All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

PepsiCo is an Equal Opportunity Employer: Female / Minority / Disability / Protected Veteran / Sexual Orientation / Gender Identity

Our Company will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Fair Credit Reporting Act, and all other applicable laws, including but not limited to, San Francisco Police Code Sections 4901 - 4919, commonly referred to as the San Francisco Fair Chance Ordinance; and Chapter XVII, Article 9 of the Los Angeles Municipal Code, commonly referred to as the Fair Chance Initiative for Hiring Ordinance.

If you'd like more information about your EEO rights as an applicant under the law, please download the available EEO is the Law & EEO is the Law Supplement documents. View PepsiCo EEO Policy

Please view our Pay Transparency Statement","city":"Chesapeake","state":"Virginia