Customer Contact Manager West Region Hybrid Onsite Remote
Customer Contact Manager West Region Hybrid Onsite Remote
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$ 75 - 120
1 Vacancy
Job Description
ARE YOU A CURRENT US FOODS EMPLOYEE PLEASE APPLY DIRECTLY THROUGH OUR INTERNAL WORKDAY CAREER SITE
Join Our Community of Food People!
This position has been segmented as hybrid meaning the work is a combination of approximately 90 percent remote/virtual and 10 percent onsite at distribution center offices located anywhere in the West/Central Region of the United States as follows: Anchorage AK Everett WA Fife WA Spokane WA Billings MT Portland OR Salt Lake City UT Albuquerque NM Lubbock TX Phoenix AZ Las Vegas NV San Diego CA Corona CA Los Angeles CA Fontana CA San Francisco CA Sacramento CA Reno NV Fresno CA Bismarck ND Grand Forks ND Plymouth MN Milwaukee WI Chicago IL Streator IL Iowa City IA St Louis MO Salem MO Omaha NE Grand Island NE Kansas City KS Loveland CO Denver CO Oklahoma City OK Dallas TX Austin TX Houston TX within a 50 mile distance to the listed Distribution Offices.This role will most likely be in the office approximately 1 time per month or occasionally for training.
Supervise plan and direct the daily activities of assigned customer contact associates. Monitor and assess individual performance against key performance indicators ensuring timely accurate responses to Sales Managers Territory Managers Account Executives/Managers and customers. Responsible for managing all aspects of the customer contact function including executing initiatives that ensure consistent customer service and satisfaction. Resolve escalated issues with orders delivery dates service and/or any other concerns that may arise.
BECOME A US FOODS ASSOCIATE!
Ready to build a career with a company thats leading the foodservice industry
We help YOU make it!
Schedule
Monday Friday
Benefits: Full US Foods Benefits DAY 1!
medical dental vision 401K life insurance and much more!
US Foods is one of the largest food distributors with a culture and history of promoting from within excellent training programs and a continuous improvement focus.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
People Leadership 30
Recruit and develop new customer contact representatives
Provide regular feedback to associates develop top talent while embracing our core values
Provide coaching best practice sharing training and constructive feedback. Identify development needs on an individual basis.
Ensure expectations both quantitative and qualitative are set and reviewed on an ongoing basis. Participate in regular performance review meetings.
Train and coach team members ensuring they are set up for success in all aspects of their role including their development for future roles.
Workforce Management/Training 20
Manage daily operations of the customer contact team and its functions.
Plan prioritize and delegate work tasks to ensure proper functioning of the team.
Monitor relevant quality statistics which measures the efficiency and effectiveness of conversations between a customer and contact service representatives. Evaluate associate performance against key performance indicators (e.g. call volume abandoned call rate average handle time call escalations speed to answer)
Oversee and coordinate daily work schedules to ensure adequate coverage to maintain an orderly workflow according to business needs and priorities.
Perform capacity planning as necessary.
CI/Project Delivery 15
Develop and implement customer service strategies focused to improve the customers experience build sustainable relationships with the customer and facilitate sales growth
Participate in or lead projects/initiatives tied to functional goals.
Ensure best practices for both process and technology across the customer contact team.
Continuously seek opportunities for synergy improvement simplification and automation of existing processes technology reporting etc.
Provide thought leadership by researching and analyzing data to draw conclusions identify trends and uncover potential issues. Use this knowledge to develop recommendations.
Customer Retention 15
Handle complex and escalated customer service issues and track customer complaint resolution
Assist customer contact associates in escalating inquiries to location Region Area and Corporate functions including Operations Replenishment Pricing and Category Management
Sales Support 15
Identify upselling opportunities to support scoop and other promotional needs
Assist/lead the team through the of broader sales related initiatives
Large scale recovery efforts
Personal Development 5
Update your personal IDP and prepare for checkins with your leaders
Engage in formal US Foods performance management programs
Pursue other personal learning and development initiatives (ex LinkedIn learning membership in ERGs etc
SUPERVISION
Customer Contact Representatives 1015 Direct Reports)
Oversees 2025 of all order entry equating $300k$1.5mm sales annually
RELATIONSHIPS
Internal: Customer contact personnel Local and National Sales Management Replenishment Leads Pricing Manager Warehouse Transportation and other functions as required
External: US Foods Customers and Vendors
QUALIFICATIONS
Education/Training:
Bachelors degree or a combination of education and experience equivalent to a Bachelors degree.
Related Experience:
Five 5 years of customer service experience required
Two 2 years of management and leadership experience required
Indepth knowledge of customer service leadership in principles and practices with food service distribution and contact center experience preferred
Knowledge/Skills/Abilities:
Outstanding verbal communication and interpersonal skills able to interact across multiple stakeholders at various levels in the organization external customers and vendors
Professional leadership skills someone who can lead and inspire teams exhibiting the skills to understand team dynamics; able to lead under pressure. Ability to train/develop direct reports
Exceptional technical and analytical skills able to think creatively and develop new solutions
Ability to interpret data and translate into actionable steps; helps drive a culture of continuous improvement working toward department goals
Superior organizational problem solving and time management skills
Proven working experience in a customer service orientation with strong customerfacing skills.
Able to influence and persuade customers to purchase products troubleshoot customer disputes and engage in customer feedback
Advanced computer skills including Microsoft Word Outlook Excel and PowerPoint required. Telephone system and reporting experience preferred.
Ability to learn proprietary US Foods systems eCommerce Salesforce (SOUS) Demand Communication Tool (DCT) SODS CDMR Tandem SMOI and CES Quotes
Ability to respond to quickly learn new procedures processes product information
Ability to work weekends or holidays if business needs dictate
Ability and willingness to travel for training or business meetings as needed 10
#LIGK1
Compensation depends on relevant experience and/or education specific skills function geographic location and other factors as applicable by law. The expected base rate for this role is between $75k and $120k annually.
This role will also receive: annual incentive plan bonus
Benefits for this role may include health insurance pretax spending accounts retirement benefits paid time off shortterm and longterm disability employee stock purchase plan and life insurance. To review available benefits please click here: depends on relevant experience and/or education specific skills function geographic location and other factors as applicable by law (for example: state minimum wage thresholds). The expected base rate for this role is between
$75000 $120000***EOE Race/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Protected Veteran/Disability Status***
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
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