Manager Customer Service National Sales

US Foods is a leading food service distributor, and they are seeking a Manager Customer Service National Sales to supervise and develop a team of customer contact representatives. This role involves managing daily operations, resolving escalated customer issues, and implementing customer service strategies to drive sales growth and retention.

Responsibilities:

• 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
• 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
• 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)

Requirements:

• Bachelor's degree, or a combination of education and experience equivalent to a Bachelor's 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 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%)
• 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