Overview

A wholly owned subsidiary of Chick-fil-A, Inc., Chick-fil-A Supply is a distribution service provider focused entirely on serving the unique needs of Chick-fil-A® restaurants. Due to steady, year-over-year sales and volume growth, combined with the complexity in our Restaurants, Chick-fil-A believes it's best able to serve current and future Restaurant needs through distribution innovation that extends the Chick-fil-A culture of care to those it serves, as well as those it employs. This new subsidiary is in the early stages of development and is a dynamic, fast-paced work environment focused on launching this new service to Restaurants across the nation.

As a Lead Restaurant Services Team Member, you will assist the Principal Team Lead with oversight of day-to-day activities, motivating the team to achieve and maintain a high level of service to Owner/Operators and their teams, assist with issue and process resolution, and drive innovation contributing to the growth of Restaurant Services processes and technology. This position will be required to offer Saturday support on a rotational basis and is located in Atlanta, GA.

Responsibilities

• Directly support Restaurant Operators and team members; provide quick resolution of issues and questions received via phone calls, emails and incident management intake application
• Ensure incidents are assigned and completed in accordance with established Service Level Agreements (SLAs)
• Provide oversight of daily reports ensuring all exceptions are delegated and addressed in a timely manner
• Serve as first point for team escalations; resolve challenging restaurant concerns and internal process related issues
• Plan and delegate the assignment of restaurant ownership to each Customer Service Representative
• Ensure alignment of team member schedules for proper coverage
• Partner with Warehouse, Transportation, Oracle, and other key business stakeholders to address all issues relative to the delivery and order management process

• Complete call monitoring reviews; identify and proactively escalate issues to leadership

• Ensure SOPs and Job Aids are maintained and reflect current processes
• Identify opportunities to improve systems and processes and assist with testing solutions
• Train and mentor new hires

Minimum Qualifications

Required Business Qualifications:

• 2+ years of customer service experience
• Strong relationship building skills and exceptional ability to communicate effectively across a range of stakeholders including Restaurant Operators and Distribution Center management
• Demonstrated ability to adapt to change and respond to difficult and challenging situations in a professional manner
• Proven record of working independently with little oversight; prioritize tasks and workload
• Exceptional attention to detail and organization
• High degree of initiative and urgency
• Proactive problem solver
• Solutions oriented

Preferred Qualifications

• 3+ years of customer service and/or relationship management experience
• Experience in Operations Coordination or similar job function is a plus

Minimum Years of Experience

2

Travel Requirements

5%

Required Level of Education

High School

Preferred Level of Education

Bachelors Degree

Major/Concentration

Business Administration