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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.

This position is Hybrid which means the work in completed from one of our northeast regional distribution offices and remotely. This position also requires that you reside no greater than 50 miles and one hour commute from one of our distribution offices within our Northeast Region (Indianapolis IN, Wixom MI, Twinsburg OH, Greensburg PA, Pittston PA, Allentown PA, , Manassas VA, Metro NY, Albany NY, Bridgeport NJ, Swedesboro NJ, Norwich CT, Seabrook NH).

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 on-going 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 customer's 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
• Chain Business Support - Acts as primary liaison within the customer service team and Chain Concept team to manage the following activity specific to chain customers; escalate issues, primary contact for chain customers, administration reporting, addresses routing and delivery issues, new customer openings, train new locations and contacts for existing concepts, research credit requests

Sales Support - 15%

• Identify upselling opportunities to support scoop and other promotional needs
• Assist/lead the team through the execution of broader sales related initiatives
• Large scale recovery efforts

Personal Development - 5%

• Update your personal IDP and prepare for check-ins 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 (10-15 Direct Reports)
Oversees 20-25% 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
• In-depth 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 customer-facing 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.com (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%)

The following information is provided in accordance with certain state and local laws. Compensation depends on experience, geographic locations, and other factors permitted by law. In Colorado, the expected compensation for this role is between $78,000.00 and $85,000.00. In New York City, the expected compensation for this role is between $78,000.00 to $85,000.00. In California and Washington, the expected compensation for this role is between $78,000.00 and $85,000.00. This role is also eligible for an annual incentive plan bonus. Benefits for this role include health insurance, pre-tax spending accounts, retirement benefits, paid time off, short-term and long-term disability, employee stock purchase plan, and life insurance. To review available benefits, please click here: https://www.usfoods.com/careers/benefits.html .

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