Customer Experience Lead & Training Strategist

Sysco Corp.; Florida; Hybrid; USD 70,000 - 105,000; Full time

Job summary

Sysco Corp. is seeking a Customer Experience Lead to enhance the customer journey by identifying needs and coordinating with internal teams to improve service and brand awareness.

The role requires aligning customer experience strategies with marketing initiatives and leading training for the Customer Service and Sales teams. Responsibilities span improving processes, onboarding new reps, and cross-functional collaboration with Marketing, Inside Sales, and Operations.

Qualifications

• Proven leadership capabilities and ability to guide teams effectively.
• Strong customer service focus with excellent communication skills.
• Capacity to resolve issues collaboratively and efficiently.
• Proficiency with computer systems and 10-key data entry.

Responsibilities

• Lead continuous improvement initiatives by reviewing and developing procedures and processes to optimize efficiencies and the customer experience.
• Develop onboarding schedules for new customer service representatives.
• Update existing training materials and monitor their effectiveness.
• Lead training for all new customer service representatives.
• Lead the development of customer service representatives for continuous improvement.
• Host periodic (quarterly) Customer Service department meetings and continuous learning via Microsoft Teams.
• Schedule customer service representatives and receptionist to ensure continuity of customer service in the event of unplanned absence of team members.
• Provide Director of Sales with feedback on customer service representative performance and productivity.
• Provide customer service support as needed.
• Lead Produce Pro training for all new sales representatives.
• Dedicated customer service partner for new sales representatives during onboarding.
• Provide Sales Representative support as needed.
• Direct content and write copy for marketing materials and Bix messaging including flyers, social media, etc.
• Evaluate the effectiveness of marketing content and provide feedback and edits.
• Evaluate and drive continuous improvement of the Bix website and Bix customer ordering portal to ensure an exceptional customer experience.
• Manage and prioritize requests for information and marketing materials to ensure efficiency.
• Build relationships with customers in the account portfolio that demonstrates the passion and tailored service to fit each customer’s unique needs.
• Demonstrate superior product knowledge to answer customer questions and inquiries.
• Nurture leads and manage referrals with the goal of converting them to customers.
• Align sales efforts with Bix company goals surrounding minimum delivery amount and other operational agenda items.
• Strive to revive a dormant or infrequent ordering account.
• Obtain customer and competitive information, customer testimonials during daily contacts, log into CRM and distribute as appropriate to develop sales strategies.
• Keep contacts up to date in Sales-I and Produce Pro.
• Collaborate with the buyers and transportation to identify root cause of customer issues and solve in a meaningful way.
• Continually monitor market trends and the competitive landscape, bringing new ideas and marketing insights to the leadership team.

Skills

Team leadership

Customer service

Communication

Problem solving

10-key proficiency

Multitasking

Product demonstrations

Education

High school diploma

Job description

Sysco Corp. is seeking a Customer Experience Lead to enhance the customer journey by identifying needs and coordinating with internal teams to improve service and brand awareness.

The role requires aligning customer experience strategies with marketing initiatives and leading training for the Customer Service and Sales teams. Responsibilities span improving processes, onboarding new reps, and cross-functional collaboration with Marketing, Inside Sales, and Operations.