Customer Contact Manager West Region (Hybrid: Onsite & Remote)

Job Description

Job Ttitle: Customer Contact Manager West Region (Hybrid: Onsite & Remote)

Company: US Foods


Description: Join Our Community of Food People!This position has been segmented as hybrid meaning the work is a combination of approximately 90 percent remote/virtual and 10 percent onsite at distribution center offices located anywhere in the West/Central Region of the United States as follows: Anchorage AK, Everett WA, Fife WA, Spokane WA, Billings MT, Portland OR, Salt Lake City UT, Albuquerque NM, Lubbock TX, Phoenix AZ, Las Vegas NV, San Diego CA, Corona CA, Los Angeles CA, Fontana CA, San Francisco CA, Sacramento CA, Reno NV, Fresno CA, Bismarck ND, Grand Forks ND, Plymouth MN, Milwaukee WI, Chicago IL, Streator IL, Iowa City IA, St Louis MO, Salem MO, Omaha NE, Grand Island NE, Kansas City KS, Loveland CO, Denver CO, Oklahoma City OK, Dallas TX, Austin TX, Houston TX, within a 50 mile distance to the listed Distribution Offices.This role will most likely be in the office approximately 1 time per month or occasionally for training.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.BECOME A US FOODS® ASSOCIATE!Ready to build a career with a company that’s leading the foodservice industry?
We help YOU make it!Schedule
Monday – FridayBenefits: Full US Foods Benefits – DAY 1!medical, dental, vision, 401K, life insurance, and much more!US Foods is one of the largest food distributors with a culture and history of promoting from within, excellent training programs and a continuous improvement focus.ESSENTIAL DUTIES AND RESPONSIBILITIES:
People Leadership – 30%Recruit and develop new customer contact representativesProvide regular feedback to associates develop top talent while embracing our core valuesProvide 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 growthParticipate 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 resolutionAssist customer contact associates in escalating inquiries to location, Region, Area and Corporate functions including Operations, Replenishment, Pricing, and Category ManagementSales Support – 15%Identify upselling opportunities to support scoop and other promotional needsAssist/lead the team through the execution of broader sales related initiativesLarge scale recovery effortsPersonal Development – 5%Update your personal IDP and prepare for check-ins with your leadersEngage in formal US Foods performance management programsPursue other personal learning and development initiatives (ex – LinkedIn learning, membership in ERGs, etcSUPERVISION
Customer Contact Representatives (10-15 Direct Reports)
Oversees 20-25% of all order entry equating $300k-$1.5mm sales annuallyRELATIONSHIPS
Internal: Customer contact personnel, Local and National Sales Management, Replenishment Leads, Pricing Manager, Warehouse, Transportation, and other functions as requiredExternal: US Foods Customers, and VendorsQUALIFICATIONS
Education/Training:Bachelors degree, or a combination of education and experience equivalent to a Bachelors degree.Related Experience:Five (5) years of customer service experience requiredTwo (2) years of management and leadership experience requiredIn-depth knowledge of customer service leadership in principles and practices with food service distribution and contact center experience preferredKnowledge/Skills/Abilities:Outstanding verbal communication and interpersonal skills, able to interact across multiple stakeholders at various levels in the organization, external customers and vendorsProfessional 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 reportsExceptional technical and analytical skills, able to think creatively and develop new solutionsAbility to interpret data and translate into actionable steps; helps drive a culture of continuous improvement working toward department goalsSuperior organizational, problem solving and time management skillsProven working experience in a customer service orientation, with strong customer-facing skills.Able to influence and persuade customers to purchase products, troubleshoot customer disputes and engage in customer feedbackAdvanced computer skills including Microsoft Word, Outlook, Excel and PowerPoint required. Telephone system and reporting experience preferred.Ability to learn proprietary US Foods systems eCommerce, Salesforce.com (SOUS), Demand Communication Tool (DCT), SODS, CDMR, Tandem, SMOI and CES QuotesAbility to respond to quickly learn new procedures, processes, product informationAbility to work weekends or holidays if business needs dictateAbility and willingness to travel for training or business meetings as needed (10%)#LI-GK1Compensation depends on relevant experience and/or education, specific skills, function, geographic location, and other factors as applicable by law. The expected base rate for this role is between $75k and $120k annually.This role will also receive: annual incentive plan bonus​​Benefits for this role may 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: .Compensation depends on relevant experience and/or education, specific skills, function, geographic location, and other factors as applicable by law (for example: state minimum wage thresholds). The expected base rate for this role is between $75,000 – $120,000***EOE Race/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Protected Veteran/Disability Status***

Salary: $75000 – 120000 per year

Location: Englewood, CO

Date: Fri, 25 Apr 2025 00:09:40 GMT


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