Now Hiring - US Foods, Inc. - Manager, Sales Coordination (Customer Contact Center) Southeast Region - 100% Remote in Zebulon, NC

Full description of the position

BECOME A US FOODS ASSOCIATE! Ready to build a career with a company that's leading the foodservice industry? We help YOU make it!

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 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%) 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: [please apply online]