Now Hiring - US Foods, Inc. - Manager, Sales Coordination (Customer Contact Center) Southeast Region - 100% Remote in Zebulon, NC

Full description of the position

BECOME A US FOODS ASSOCIATE! Ready to build a career with a company that's leading the foodservice industry? We help YOU make it! Benefits: 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 representatives * Provide regular feedback to associates develop top talent while embracing our core values * Provide 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 growth * Participate 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 resolution * Assist customer contact associates in escalating inquiries to location, Region, Area and Corporate functions including Operations, Replenishment, Pricing, and Category Management * Sales Support - 15% * Identify upselling opportunities to support scoop and other promotional needs * Assist/lead the team through the execution of broader sales related initiatives * Large scale recovery efforts Personal Development - 5% * Update your personal IDP and prepare for check-ins with your leaders * Engage in formal US Foods performance management programs * Pursue other personal learning and development initiatives (ex - LinkedIn learning, membership in ERGs, etc SUPERVISION Customer Contact Representatives (10-15 Direct Reports) Oversees 20-25% of all order entry equating $300k-$1.5mm sales annually RELATIONSHIPS Internal: Customer contact personnel, Local and National Sales Management, Replenishment Leads, Pricing Manager, Warehouse, Transportation, and other functions as required External: US Foods Customers, and Vendors QUALIFICATIONS 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 required * Two (2) years of management and leadership experience required * In-depth knowledge of customer service leadership in principles and practices with food service distribution and contact center experience preferred * Knowledge/Skills/Abilities: * Outstanding verbal communication and interpersonal skills, able to interact across multiple stakeholders at various levels in the organization, external customers and vendors * 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 * Exceptional technical and analytical skills, able to think creatively and develop new solutions * Ability to interpret data and translate into actionable steps; helps drive a culture of continuous improvement working toward department goals * Superior organizational, problem solving and time management skills * Proven 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 feedback * Advanced 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 Quotes * Ability to respond to quickly learn new procedures, processes, product information * Ability to work weekends or holidays if business needs dictate * Ability and willingness to travel for training or business meetings as needed (10%) 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: [please apply online]