Customer Service Center Manager

Overview:

We are currently looking for a Customer Service Center (CSC) Manager who is enthusiastic, customer-focused and business-oriented to achieve the financial, growth, compliance, and customer satisfaction goals of the CSC creating a positive impact on the Company. Reporting directly to the (Region) General Manager, you will be primarily responsible for planning and supervising the day-to-day operations of the CSC.

Responsibilities:

• Manage all aspects of the CSC’s profit and expense activity which includes sales, inventory, fleet, staffing and customer acquisition and retention
• Manage the CSC staff which includes interviewing, hiring, coaching, training and managing performance
• Monitor and assure compliance in areas including safety, health/environmental, human resources and financial/ ethical considerations
• Ensure all customer interaction and service is performed in a manner which consistently meets or exceeds customer expectations to support customer acquisition and retention

Why join the Suburban Propane team? Because we care about the physical, mental, and financial wellbeing of our employees and provide them with competitive pay plus incentive potential and an outstanding benefits package including:

• Medical, dental, and vision (eligibility after just 30 days of employment)
• Paid time off that increases with tenure
• A 401(k) with company match and immediate vesting
• A new employee training program and many opportunities for continued learning and career development
• Disability and life insurance
• Employee recognition program
• Generous tuition assistance program
• Propane discounts

For eligibility, the number of days provided under our PTO plan, and other information about benefits please visit: https://jobs.suburbanpropane.com/benefits/ .

Qualifications:

• Minimum of 3 years of business experience
• Bachelor’s Degree in business preferred
• Delivery and/or distribution, sales and general management experience desired
• Exceptional written and interpersonal communication skills
• Ability to provide strong leadership through coaching and mentoring with a focus on customer service

Suburban Propane Partners, L.P. ("Suburban Propane") is a publicly traded master limited partnership listed on the New York Stock Exchange. Headquartered in Whippany, New Jersey, Suburban Propane has been in the customer service business since 1928 and is a nationwide distributor of propane, renewable propane, renewable natural gas ("RNG"), fuel oil and related products and services, as well as a marketer of natural gas and electricity and producer of and investor in low carbon fuel alternatives, servicing the energy needs of approximately 1 million residential, commercial, governmental, industrial and agricultural customers through approximately 700 locations across 42 states. Suburban Propane is supported by three core pillars: (1) Suburban Commitment – showcasing Suburban Propane's nearly 100-year legacy, and ongoing commitment to the highest standards for dependability, flexibility, and reliability that underscores Suburban Propane's commitment to excellence in customer service; (2) SuburbanCares – highlighting continued dedication to giving back to local communities across Suburban Propane's national footprint; and (3) Go Green with Suburban Propane – promoting the clean burning and versatile nature of propane and renewable propane as a bridge to a green energy future and investing in the next generation of innovative, renewable energy alternatives. For additional information on Suburban Propane, please visit www.suburbanpropane.com.

It’s an amazing time to become a part of our team as we expand our national footprint and make strides toward a sustainable, clean energy future!

Applications will be accepted until the position is filled. As part of our pre-employment hiring process, background checks and drug screens are performed. For more information about our hiring process, please visit: https://jobs.suburbanpropane.com/our-hiring-process/

At Suburban Propane, we know that our strength comes from our diverse and inclusive team of employees who make a difference in the communities we serve across the country every day. As an Equal Opportunity Employer, we consider all applicants for employment without regard to an individual’s age, sex, sexual orientation, gender identity, race, color, creed, religion, national origin or ancestry, citizenship, marital status, familial status, physical or mental disability, handicap, military or veteran status, genetic information, pregnancy, or any other category protected under federal, state or local law, regulation, or ordinance.

In line with these values, Suburban Propane considers all qualified applicants, including those with criminal histories, in a manner consistent with applicable laws. To that end, the Company welcomes such applicants in accordance with the California Fair Chance Act, the Los Angeles City Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance, and the San Francisco Fair Chance Ordinance. Philadelphia applicants can review information pertaining to Philadelphia’s Fair Criminal Record Screening Standards Ordinance here: https://www.phila.gov/documents/fair-chance-hiring-law-poster #SP-AC

• Monitor and assure complete government regulatory and Suburban’s business practices compliance,
  including safety, health and environmental, human resources, financial and ethical considerations. Maintain goal of zero preventable accidents.
• Create and implement strategies to increase customer base and achieve profitable gallon growth.
• Develop, manage and lead a high-performance, results-driven team. Coach, motivate and energize the entire CSC team to achieve maximum potential and optimal results. Monitor employee performance, implement individual development plans and activities, initiate and coordinate training and incentive plans, and evaluate employees against clear performance standards and Company policies.
• Recruit and retain employees who possess knowledge, experience and behavioral skills that will help the CSC attain its goals. Appropriately address underperformance before it impacts the business.
• Analyze, plan and execute all financial and operational aspects of one or more CSCs, directing fuel
  distribution and service, customer acquisition and retention functions.
• Manage CSC P&L to meet or exceed budget goals and achieve sustainable, profitable growth. Manage the CSC’s inventory, fixed assets and receivables to continuously improve ROAE.
• Provide leadership for the development of residential and commercial sales opportunities in the assigned marketplace (i.e., build realtor relationships and business networks, participate in community activities, target large businesses, etc.), and may manage the sales force to attain sales goals.
• Ensure all customer interaction and service is performed in a manner which consistently meets or exceeds Company defined customer expectations to support customer acquisition and retention.
• Ensure effective coordination between the CSC and regional and corporate resources. Confer with personnel from other CSCs to coordinate activities and share best practices.
• May manage subordinate managers who supervise employees in the CSC.
• Receives guidance and direction from remote senior management regarding overall goals and business objectives.
• Utilizes industry knowledge and experience, strong business and leadership skills to make independent
  decisions effecting the daily operations and management of one or more Customer Service Centers.
  

Education:

• Four-year Business Degree or equivalent in experience & education.
• CDL Class B with X endorsements preferred.

Experience:

• Familiar with fuel industry concepts, practices and procedures, including related government regulations, achieved through five or more years of prior related management experience.
• Must understand the elements of running a profitable, growth-orientated fuel distribution and service business. Basic understanding of oil and gas fired appliances and related distribution systems (training is provided).