Customer Contact Manager West Region (Hybrid: Onsite & Remote)

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 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

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%)

#LI-GK1

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, 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.