Manager Customer Service National Sales

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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.

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 – Linked In 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…