Director, Customer Contact (100% Remote/Virtual)

US FOODS; Plymouth (MN); Remote; USD 110,000 - 130,000; Full time

Job summary

An established industry player is seeking a Director of Customer Contact to lead a remote team dedicated to enhancing customer experience. This role involves strategic planning, project management, and fostering a culture of excellence within the team. You will be responsible for recruiting, training, and developing talent while driving process improvements and ensuring compliance with best practices. This position offers a unique opportunity to influence customer service standards and contribute to the company's vision, all while working from the comfort of your home. If you are a strategic thinker with a passion for customer service, this role is perfect for you.

Benefits

Health Insurance

Retirement Benefits

Paid Time Off

Employee Stock Purchase Plan

Life Insurance

Short-term and Long-term Disability

Qualifications

• 8 years in sales or customer support roles with a track record of success.
• 7 years of management experience leading teams effectively.

Responsibilities

• Lead a team of customer service professionals to enhance customer experience.
• Drive process improvements and manage performance reviews.

Skills

Customer Service Leadership

Sales Management

Strategic Planning

Project Management

Data Analysis

Team Development

Communication Skills

Problem Solving

Education

Bachelor's Degree

Tools

Salesforce.com

Microsoft Office Suite

Job description

Director, Customer Contact (100% Remote/Virtual)

ARE YOU A CURRENT US FOODS EMPLOYEE? PLEASE APPLY DIRECTLY THROUGH OUR INTERNAL WORKDAY CAREER SITE.

Join Our Community of Food People!

The primary purpose of this position is to lead a team of customer service professionals for either the local or national sales organizations aligned against the assigned region. The critical focus areas will be the customer experience, identifying process improvement opportunities, and measuring the delivery of our customer service model in a consistent objective way.

This position is expected to contribute to strategic planning for the function, help establish and execute the future vision of the model. This role will need to influence leaders in their region at all levels and gain their trust through consistent delivery of results at an optimal level of quality. They will need to be a subject matter expert and work through others to meet our customer service standards. Further responsibilities will include maintaining professional and technical knowledge by tracking emerging trends and delivering results to both our internal and external customers.

This position is responsible for conducting needs assessments, performance reviews, capacity planning and career pathing focused on the development of the associates reporting into the role.

This position is been determined to be “Remote Anywhere”: The work is completed 100% remote anywhere in the U.S. except Hawaii or United States Territories.

ESSENTIAL DUTIES AND RESPONSIBILITIES

People Leadership – 40%

• Recruit, onboard, and train new associates

• Provide regular feedback to associates and develop top talent while embracing our core values

• Provide coaching, best practice sharing, and identify developmental 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 discussions.

• Foster an environment of accountability and celebrate successes. Ensure associates are set up for success in all aspects of their role including their development for future roles.

• Ability to manage a larger team with varying skill levels from people managers to entry level individual contributors.

• Ensure established training protocols are delivered for cross training support work and standardized processes for absorbing new work into the shared services model.

• Motivate team and set aspirational goals through departmental leadership, meetings and one on one communications.

CI/Project Management– 30%

• Standardize business processes utilizing automated tools where appropriate. Fully understand and leverage this functionality in order to improve workflow efficiency and quality measures.

• Ensure adoption and review compliance to SOPs. Execute best-in-class methodologies such as quality performance, training initiatives and associate scheduling leveraged by driving operational efficiencies to improve workstream activity.

• Deliver functional projects as assigned, focused on technology and processes relevant to our established strategic roadmap. Continuously seek opportunities for synergy, improvement, simplification and automation of existing processes, technology, reporting, etc

• Conduct regular role effectiveness reviews across the function, seeking feedback from key stakeholders for continued improvement. Manage survey process for both internal and external customers to ensure satisfaction.

• Focus on process improvement through technology; think strategically about new initiatives, participate in researching new technology selections.

• Ensure best practices are identified for both process and technology through benchmarking across the team. Identify opportunities for improvement of existing functionality.

• Research and analyze data to draw conclusions, identify trends and uncover potential issues. Use this knowledge to develop and bring forward recommendations.

• Lead frontline management to be aligned with best-in-class methodologies such as quality performance, training initiatives and associate scheduling leveraged by driving operational efficiencies to improve workstream activity.

Strategic Planning – 25%

• Build and foster a collaborative network with the purpose of strengthening alignment, sharing best practices and driving communication.

• Provide thought leadership to internal customers and connect externally in the assigned region to hear the voice of the customer.

• Build, track and share standard KPIs for the team ensuring they are consistently driving towards excellence and meeting the needs of the functions and associates supported.

• Participate in annual budgeting process while consistently driving for financial fitness as the cornerstone of effectively delivering the shared services model.

• Define talent strategy inclusive hiring/recruiting, performance management and succession planning aimed at securing and retaining the best talent for all roles in support of the future vision.

• Establish and deploy an effective training strategy for all roles, including onboarding and continuous education. Collaborate as needed with the Learning & Development team to determine and ensure the right training content and delivery approach.

• Collaborate to build future vision for the function driven by stakeholder feedback, developing roadmaps for future technology and benchmarking in support of the vision. Ability to create and sell a business case inclusive of budgeting, required resources, and ROI.

Personal Development – 5%

• Update your personal IDP and prepare for check-ins with your leaders.

• Engage in formal US Foods performance management process.

• Strive to learn and benchmark against industry trends. Be engaged in industry peer groups.

• Pursue other personal learning and development initiatives (ex – LinkedIn learning, membership in ERGs, etc.)

Other duties as assigned by Manager

SUPERVISION :

Direct Reports:

6-8 Managers Grd 14

Indirect Reports:

Individual Contributor 60-90 CSR or SC Grd 8, AC or MAC Grd 9, Leads Grd 10

Responsibility spanning across assigned Region for all of National or Local Sales as indicated

RELATIONSHIPS

Internal: Region Presidents, Area Presidents, Sales leaders, Customer Contact, and other functions as required

External: US Foods customers and vendors

WORK ENVIRONMENT

• Remote: This role is fully remote, and the associate is expected to perform assigned responsibilities from a home-based environment.

MINIMUM QUALIFICATIONS

• 8 years in a sales, sales support or sales analysis role with a prior track record for providing key customer support and maintaining customer relations is required

• A minimum of 7 years of management and leadership experience required

• Collaborate with peers, SBS leadership, VP Customer Contact and staff, and Local and National Sales, to maintain consistency in servicing customers and sellers striving toward a positive experience for the customer or seller

• 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

• Outstanding verbal communication and interpersonal skills, able to interact across multiple stakeholders at various levels in the organization, external customers and vendors

• Ability to operate independently in a highly efficient manner; Superior organizational, problem solving and time management skills.

• Strategic thinker who can analyze and solve unique, complex problems that impact the customers’ experience or the organization

• Able to interpret data and translate into actionable steps; helps drive a culture of continuous improvement working toward department goals

• Strong performance management background to address disciplinary or performance concerns according to company policy

• Advanced computer skills including Microsoft Word, Outlook, Excel and PowerPoint required. Telephone system and reporting experience preferred.

• Ability to learn proprietary US Foods systems including ordering systems, Salesforce.com, and other internal systems as needed.

• Ability to travel up to 50% within the region is required.

• Establish leadership experience, ability to inspire confidence and credibility. Excellent presentation skills and the ability to lead others to consensus

• Strong inter-personal and emotional intelligence skills. Displays professionalism with customers, vendors and internal leadership/staff.

EDUCATION

• Bachelor's Degree or a combination of education and experience equivalent to a Bachelor’s degree.

PREFERRED QUALIFICATIONS

• In-depth knowledge of customer service leadership in principles and practices with food service and contact center knowledge preferred

PHYSICAL QUALIFICATIONS

• Standard required physical activities including length of time performing each activity.

OCCASIONALLY: 1% - 33 / FREQUENTLY: 34% - 66% / CONTINUOUSLY: 67% - 100% or NEVER

JOB REQUIRES WORKER TO:

FREQUENCY:

STAND: OCCASIONALLY

WALK: OCCASIONALLY

DRIVE: NEVER

SIT: FREQUENTLY

LIFT

1-10 lbs (Sedentary): OCCASIONALLY

11-20 lbs (Light): OCCASIONALLY

21-50 lbs (Medium): NEVER

51-100 lbs (Heavy): NEVER

Over 100 lbs (Very Heavy): NEVER

CARRY

1-10 lbs (Sedentary): OCCASIONALLY

11-20 lbs (Light): OCCASIONALLY

21-50 lbs (Medium): NEVER

51-100 lbs (Heavy): NEVER

Over 100 lbs (Very Heavy): NEVER

PUSH/PULL 1: NEVER

CLIMB/BALANCE: NEVER

STOOP/SQUAT: NEVER

KNEEL: NEVER

BEND: NEVER

REACH ABOVE SHOULDER: OCCASIONALLY

TWIST: OCCASIONALLY

GRASP OBJECTS 2: OCCASIONALLY

MANIPULATE OBJECTS 3: FREQUENTLY

MANUAL DEXTERITY 4: CONTINUOUSLY

1 (Push/Pull: Dolly, cartons and boxes)

2 (Grasp Objects: Boxes and cartons)

3 (Manipulate Objects: Boxes and dolly)

4 (Manual Dexterity: Typing, use of office machines such as copiers, printers)

The following information is provided in accordance with certain state and local laws. Compensation depends on experience, geographic locations, and other factors permitted by law. In California, the expected compensation for this role is between $110,000 and $130,000 per year . In Washington, the expected compensation for this role is between $110,000 and $130,000 per year . In Colorado, the expected compensation for this role is between $103,000 and $125,000 per year . This role is also eligible for annual incentive plan bonus. Benefits for this role 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 .

***EOE Race/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Protected Veteran/Disability Status***

About the company

US Foods is an American foodservice distributor. With approximately $24 billion in annual revenue, US Foods was the 10th largest private company in America until its IPO.