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US Foods · 8 hours ago

Manager, Customer Service National Sales (Northeast Region) (Hybrid: Onsite and Remote)

Greensburg, PA

Full-time

Hybrid

Mid, Senior Level

$75K/yr - $145K/yr

5+ years exp

US Foods is one of the largest food distributors with a culture and history of promoting from within. The role involves supervising daily activities of customer contact associates, ensuring performance metrics are met, and managing customer service strategies to enhance satisfaction and sales growth.

E-CommerceFood and BeverageFood ProcessingSnack Food

Responsibilities

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

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

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

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

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

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

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)

Qualification

Customer service experienceManagement experienceLeadership skillsAnalytical skillsTechnical skillsCommunication skillsSalesforce.comMicrosoft OfficeOrganizational skillsProblem-solving skillsTime management skillsInterpersonal skills

Required

Bachelors degree, or a combination of education and experience equivalent to a Bachelors degree

Five (5) years of customer service experience required

Two (2) years of management and leadership experience required

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

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%)

Preferred

In-depth knowledge of customer service leadership in principles and practices with food service distribution and contact center experience preferred

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