Manager of Customer Experience - Remote

UNFI Canada; Providence (RI); Remote; USD 70,000 - 90,000; Full time

Job summary

A leading grocery wholesaler is seeking a Customer Experience Manager to oversee customer engagement strategies, manage a team, and ensure high-quality service delivery. The ideal candidate will have 3-5 years of customer service experience, strong leadership skills, and a bachelor's degree. This is a remote position with occasional travel to company locations. Competitive benefits package offered.

Benefits

Medical, Dental, Vision benefits

Competitive 401k

Flexible PTO

Mentorship program

Qualifications

• Minimum of 3-5 years customer service and call center experience.
• Minimum of 3 years of relevant management experience.

Responsibilities

• Manage customer experience activities including order management and account support.
• Implement strategies for customer onboarding and retention.
• Produce and monitor financial and KPI reporting.
• Communicate department performance to senior management.
• Ensure effective resolution of customer complaints.
• Support training and documentation efforts.

Skills

Understanding and knowledge of products

Proficiency in Microsoft Office Suite

Strong leadership abilities

Excellent communication skills

Analytical skills

Problem-solving skills

Education

Bachelor's degree in business, computer science or related field

Tools

Call management systems

Customer relationship management software

Job description

Job Overview

Oversee and direct the Customer Experience in partnership with Customers and Sales. Work with senior level management and internal teams to coordinate customer engagement activities to meet companywide goals and objectives. Ensure customers are promptly, courteously, and professionally serviced and their questions and problems effectively resolved. Partner with internal teams to develop and manage standard procedures to provide an optimal customer experience. Monitor and keep senior management informed of area activities and significant challenges and opportunities. Forecast, hire, train and support the Customer Experience team on a Regional or National level.

What does it mean to be part of our Customer Experience team?

Being in customer experience involves understanding and managing the interactions between UNFI and our customers throughout the entire journey. Whether it’s small or large retail grocery stores, our team ensures they’re getting the best possible service and support so we can deliver better together. Our customer experience team strives to make our customers stronger and help transform the future of food.

Job Responsibilities

• Manages customer experience activities including order management, account support, account setup, claims, operations and IPAR communication and shared process flows.
• Responsible for implementation of effective long and short-term customer experience, new customer onboarding, and credit strategies and guidelines.
• Produce, monitor, and evaluate accurate and actionable daily, monthly, quarterly reporting (financial goals and KPI's).
• Support customer retention and the building out the store sales strategy.
• Disseminate sales and marketing information regarding products and services to appropriate team members
• Track and communicate department performance to team and management.
• Ensures customers are promptly, courteously, and professionally served and their questions and problems effectively resolved.
• Execute and support training curriculum, department and cross functional process and data workflows and documentation, call scripting and departmental policies providing best-in-class customer experience satisfaction.
• Oversee technical support services and ensures resolution of customer complaints in a timely, professional manner.
• Ensures customer experience activities are in conjunction with UNFI’s Building Out the Store and keeps senior management informed on critical items.
• Responsible for directing, developing, and appraising associate performance.
• Attend tradeshows, industry events and sales meetings as needed.

Job Requirements

Education/ Certifications:

• Bachelor’s degree in business, computer science or a related field, or an equivalent combination of experience and training.

Experience

• Minimum of 3-5 years customer service and call center experience or other related business and sales experience
• Minimum of 3 years of relevant management experience.

Knowledge/Skills/ Abilities

• Understanding and knowledge of products.
• Proficiency in Microsoft Office Suite.
• Understanding of margin and company profitability.
• Background in practices and procedures required for servicing high profile accounts.
• Analytical and report compilation and evaluation proficiency
• Background in consumer-packaged goods distribution, call management systems and/or customer relationship management preferred.
• Strong leadership abilities with the ability to train, coach and motivate others.
• Excellent communication skills.
• Strong attention to detail.
• Comfortable in a highly open, dynamic, and collaborative company culture
• Ability to work in a fast-paced, team environment.
• Demonstrated ability to problem solve and set priorities.
• The ability to exceed at; customer service skills, problem solving, attention to detail and organizational skills.
• Good judgment is required for this position as there may be times when direct supervision may not be immediately available.

Work Environment

Remote Role: This position is classified as remote where the associate will perform remote work from their primary residence. Remote associates are welcome to work from the office but are not required to do so. While remote associates are not required to work from an office on a regular basis, they may be required to come to the office or other UNFI locations for necessary business reasons or if directed to do so by their manager.

Travel (minor): This position may require the associate to travel to company offices, distribution centers, or other locations for specific meetings or other business reasons.

About UNFI

We are North America’s premier grocery wholesaler, delivering the widest variety of fresh, branded, and owned brand products to community grocers and retail chains alike. A pioneer in natural and organic foods, we are growing and transforming to meet the needs of an evolving workplace. Our 29,000+ employees work across America in our 50 Distribution Centers and corporate offices. Learn more: Organic, Natural and Conventional Food | Wholesale Food Distributors | UNFI

Benefits

Medical, Dental, Vision, Competitive 401k, Flexible PTO or Competitive PTO plan, mentorship program/developmental opportunities, other benefits applicable to specific role.