Sales Coordination Manager

Sales Coordination Manager

Requirements

• Bachelors degree, or a combination of education and experience equivalent to a Bachelors degree.
• 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
• 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
• 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%)

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.)

Preferred Qualifications

• In-depth knowledge of customer service leadership in principles and practices with food service distribution and contact center experience preferred.