The Customer Service Team Leader is a part of the Control Tower Customer Service management team for Domino's Pizza Corporate Supply Chain. This position reports to the Customer Service Manager and leads a team of customer service representatives. The Customer Service Team Leader will collaborate with both Supply Chain Centers and World Resource Center (WRC) departments to provide consistency in operations while meeting the needs of our customers.
Main responsibilities
Manage and coordinate the daily activities of the Control Tower – Customer Service team members who provide operational support to franchisees, store managers and our Supply Chain Center teams.
- Lead and manage a team of Customer Service Representatives responsible for processing orders for Supply Chain Centers (SCCs) nationwide.
- Oversee all aspects of order management, including order entry, verification, and timely waving to support SCC teams.
- Maintain vendor item updates for customer’s (EFO) via the remote menu management system (RMM)
- Ensure efficient handling of customer inquiries via phone, email, and other communication channels, maintaining a high standard of service.
- Manage credit-related processes by monitoring trends, tracking KPIs, and collaborating with SCCs to implement improvements.
- Coordinate support across multiple time zones and ensure coverage for a 6- day workweek, including holidays.
- Manage key store communications for SCCs across multiple channels, ensuring clarity and timeliness.
- Coordinate all national product rollouts, including updates and deliveries for store training
- Communicate operational and product updates to customers
- Develop and execute training/rollout schedule for new products
- Coordinate product incident reports, QA holds and recalls as directed by QA department
- Collaborate with national school lunch team (Smart Slice) to ensure accurate deliveries in accordance with to program guidelines
- Utilize SAP, Salesforce, Five9, Outlook, and Excel to monitor workflows, track performance, and maintain accurate records.
- Standardize customer service workflows to drive consistency and efficiency across all processes.
- Build and maintain customer satisfaction scoring metrics; analyze results and coach team members to improve performance.
- Identify process improvement opportunities and implement best practices to enhance efficiency and customer satisfaction.
- Develop and maintain strong relationships with internal teams and SCC facilities to ensure seamless operations.
- Monitor team performance, provide coaching, and foster a culture of continuous improvement.
- Team Member Development
- Create and implement team development plans to build skills and support career growth.
- Pay-for-performance process with direct reports including: regular performance feedback sessions, semi-annual goal appraisal, annual formal performance appraisal, and pay recommendations
- Attend and participate in Leadership & Development training sessions
- Train team in system functionality and functional processes, cross training in other areas when possible.
- Lead initiatives to strengthen team capabilities in systems, communication, and problem-solving.
- Lead &/or perform special projects as required
- Manage turnover and monitor actions and provide input regarding team member relations, hiring decisions, promotions and pay increases, disciplinary actions and terminations
- Manage Office Administration functions as needed
- Maintain/Coordinate phone system and computer needs
- Collaborate with SCC leadership to ensure high-quality service delivery and effectively address all identified needs.
- Continuous learning of software systems including but not limited to: PeopleSoft, ATS, SAP, Domicas, Salesforce, Pulse BOS, RMM, PeopleNet, and Five9
- Work closely with the IT/IS departments to design and build enhancements to customer service process through system upgrades.
- Execute onboarding of new team members to Control Tower team