Customer Experience Team Supervisor/Baker's Best Catering

Baker’s Best Catering is a full-service catering company and has 39 years of experience providing clients with superior food and service throughout the Boston and New England area.  We are seeking a highly organized, motivated, and skilled individual to join our team as the Customer Service Experience Manager. The ideal candidate will have a passion for delivering exceptional customer service, possess excellent leadership and communication skills, and have prior experience in catering and/or food service management. This position plays a crucial role in overseeing our customer service team and ensuring smooth operations across various customer touchpoints. The role also involves leadership, team development, and process improvement.

Essential Job Functions:

Customer Coordination: Manage inbound customer calls, email inquiries, and online orders, ensuring timely responses and high service standards.

Daily Operations: Ensure adherence to time-sensitive procedures such as next day order checking, daily ordering deadlines, and other routine practices.

Operational Coordination: Ensure smooth coordination across departments (Sales, Catering, Culinary, Operations, and Logistics) to ensure timely order fulfillment and event execution.

Process Improvement: Oversee and continuously enhance customer service processes to increase productivity and efficiency.

Scheduling & Staffing: Oversee the scheduling and allocation of customer service staff for daily operations, ensuring proper staffing during peak hours, special events, and holidays. Manage time-off requests, shifts, and ensure team coverage.

Quality Control: Monitor service and product quality from start to finish, ensuring consistency and adherence to Baker's Best standards. Address and resolve any operational issues related to service delivery or product discrepancies.

Customer Relations: Develop strong customer relationships, assist with menu planning, staff management, and event follow-ups, by delivering knowledgeable, polished, and courteous service.

Team Management: Involved in hiring and recruitment, training and evaluating team members for future advancement.

Order Accuracy: Support the expediting department with secondary order checking, particularly during busy periods and holidays, to ensure customer satisfaction.

Menu Guidance: Provide expert menu advice, recommendations on quantities, budgets, and special dietary considerations.

Sales Support: Support efforts to increase sales through creative marketing initiatives.

Holiday/Event Prep: Prepare for high-volume times and ensure all team members are ready for upcoming events or busy seasons.

Internal Communication: Regularly communicate with the leadership team,  managers and customer service team members, regarding key responsibilities and expectations.

Safety & Compliance: Facilitating awareness by the customer service team members to ensure they adhere to health and safety guidelines, including food handling, sanitation, and equipment safety. 

Process Documentation: Create and maintain comprehensive process documentation for all customer service and operational workflows to ensure consistency and training ease.

Qualifications:

Excellent written and verbal communication skills.

Strong organizational skills and attention to detail with the ability to multitask.

A motivational and enthusiastic contributor to the team.

Experience in catering sales and/or operations in a fast paced sales environment.

Proficient in Google Suite and Outlook.

3+ years of managerial experience, overseeing 4-6 team members.

Knowledge of menu planning and food service operations.

Willingness to learn and adapt to new tasks and responsibilities as needed.

Ability to delegate, follow up, and lead by example.

Ability to handle difficult situations and individuals with professionalism.

Flexible schedule, with availability to work days, nights, weekends, and holidays.

Valid driver’s license and clean driving record.

Preferred:

Culinary background.

Experience in training and developing food service staff.

Prior catering or food service management experience.

Serve Safe, Allergen Awareness, and T.I.P.S. Certification required. (Must be obtained within 90 days of hire date)

CPR Certification.

Familiarity with state and local health code guidelines.

Spanish language skills.

Physical Demands:

Must be able to talk, hear, and move freely in a semi-industrial work environment.

Frequent visual observation of surroundings.

Occasional lifting or carrying of up to 40 lbs.

Equal Opportunity Employer

The Gordon Companies is proud to be an Equal Employment Opportunity employer. All employment decisions are made on the basis of qualifications, merit, and business need. We do not discriminate based on any protected status including race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.