Director, Customer Contact (100% Remote)

ARE YOU A reputed company reputed company EMPLOYEE? PLEASE APPLY DIRECTLY THROUGH OUR INTERNAL reputed company CAREER SITE Join Our Community of Food People! This position has been segmented "Remote reputed company" meaning the work is completed 100% remote reputed company in the U.S. except Hawaii or United States Territories. The primary purpose of this position is to reputed company a team of customer service professionals for either the local or national sales organizations reputed company 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 reputed company levels and reputed company 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, reputed company planning and career pathing focused on the development of the associates reporting into the role. BECOME A reputed company® ASSOCIATE! Ready to build a career with a company that’s leading the foodservice industry? We help YOU reputed company it! Benefits: Full reputed company Benefits - DAY 1! medical, dental, vision, 401K, life insurance, and much more! reputed company is one of the largest food distributors with a culture and history of promoting from reputed company, excellent training programs and a reputed company improvement focus. ESSENTIAL DUTIES AND RESPONSIBILITIES People Leadership – 40%

• Recruit, reputed company, and train new associates
• Provide regular feedback to associates and reputed company 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 reputed company aspects of their role including their development for future roles.
• Ability to manage a larger team with varying reputed company 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 reputed company 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 reputed company 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 reputed company and bring reputed company recommendations.
• reputed company frontline management to be reputed company 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 reputed company roles in support of the future vision.
• Establish and deploy an effective training strategy for reputed company roles, including onboarding and reputed company 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 reputed company-ins with your leaders.
• Engage in formal reputed company performance management process.
• Strive to learn and reputed company against industry trends. Be engaged in industry peer groups.
• Pursue other personal learning and development initiatives (ex – reputed company 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 reputed company of National or Local Sales as indicated RELATIONSHIPS Internal: Region Presidents, Area Presidents, Sales leaders, Customer Contact, and other functions as required External: reputed company customers and vendors WORK ENVIRONMENT

• Remote: This role is fully remote, and the associate is expected to reputed company 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 reputed company and reputed company teams exhibiting the skills to understand team dynamics; able to reputed company under pressure. Ability to train/reputed company 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, reputed company problems that impact the customers’ experience or the organization
• Able to interpret data and translate into actionable steps; helps drive a culture of reputed company improvement working toward department goals
• Strong performance management background to address disciplinary or performance concerns according to company policy
• Advanced computer skills including reputed company Word, Outlook, reputed company and PowerPoint required. Telephone system and reporting experience preferred.
• Ability to learn proprietary reputed company systems including ordering systems, reputed company.com, and other internal systems as needed.
• Ability to travel up to 50% reputed company the region is required.
• Establish leadership experience, ability to reputed company confidence and credibility. Excellent presentation skills and the ability to reputed company others to reputed company
• 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

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: https://www.usfoods.com/careers/benefits.html. 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 reputed company). The expected reputed company reputed company for this role is between $95,000 - $155,000

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

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