Manager, Customer Experience

Sysco Northeast Rdc; Grand Rapids (MI); On-site; USD 80,000 - 110,000; Full time

Job summary

Une entreprise leader dans l'industrie des services alimentaires recherche un Customer Experience Manager pour superviser une équipe d'Account Managers. Ce poste stratégique se concentre sur le développement et le maintien des relations clients, la gestion de l'équipe et l'amélioration de l'expérience client à travers différents canaux. Le candidat idéal aura une solide expérience en gestion de la relation client et des compétences interpersonnelles exceptionnelles.

Qualifications

• Expérience de 5 ans dans la gestion de la relation client ou en gestion des ventes B2B.
• Préférence pour 7 ans d'expérience dans l'organisation de vente Sysco avec approche de vente en équipe.

Responsibilities

• Gestion des ressources et supervision des performances des équipes.
• Développement d'équipes et coordination de la formation.
• Gestion de la satisfaction des clients et point d'escalade pour les problèmes.

Skills

Gestion d'équipe

Communication

Résolution de problèmes

Compétences en présentation

Capacité multitâche

Expertise en MS Office

Education

High School Degree

Bachelor’s Degree

Job description

JOB SUMMARY:

This position is part of the Customer Experience service model and resides in the field. The role is responsible for leading a team of Account Managers who provide customer support by building relationships with new and existing accounts for CMU and LCC business. The Customer Experience Manager drives success through the leadership of the customer-facing associates within the Customer Experience Organization. The role will focus on customer relationships and retention by ensuring the team of Account Managers provide necessary customer support through efficient deployment of resources and engagement with Region and Opsite departmental leaders.

DUTIES AND RESPONSIBILITIES:

• Resource Management – responsible for ensuring team is properly staffed, oversees account management, executing performance management policies, business planning, escalation point of contact for customer issues, drives collaboration between CST and Region/OpSites
• Relationship Building – customer visits, presentations and business reviews with team as needed, maintain relationships with Region and OpSite department leaders, build effective relationships with current/prospective customers, engage with GSC and National Sales Leaders
• Leadsa team of Managers, and as a team is directly responsible for escalation andachievement of service levels,compliance, customer satisfaction,and issue resolution.
• Team Development – coordinate applicable AM training to drive success; industry/concept/segment knowledge, internal and external technology solutions, account management, communication, time management, etc.

• Escalation of customer actions including leading cross-functional collaboration to resolve issues and challenges

EDUCATION:

• High School Degree required
• Bachelor’s Degree preferred

EXPERIENCE:

• 5 years relevant industry with Customer Relationship Management or B2B Sales Management experience required
• 7 years experience in Sysco Sales org or environment with team selling approach preferred

ABILITIES AND SKILLS:

• Ability to manage and motivate a customer service organization comprised of contract business (CMU/LCC)
• Ability to manage end to end initiatives through challenging deadlines across Sales and CST
• Act as an escalation point for customer challenges through appropriate teams
• Strong communicator both internally and with customer
  Effectively present skills, problem solver and ability to multi-task
• Expert in MS Office

WORK ENVIRONMENT

• Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of this job.