Position Summary : This position is responsible for communication and coordination between customers, operations and sales, with a focus on improving the customer experience, renewing annual food service agreements, and preserving Upper Crust Food Service reputation as the leader in the Greek House food service industry.
Duties / Responsibilities :
- Own and drive the Customer Experience process to preserve and enhance customer contracts, relationships, and experience
- Offer feedback and suggestions on how to enhance the Customer Experience
- Actively engage with key customer decision-makers to identify customer needs and uncover roadblocks to ensure commitments to customer satisfaction are met (Phone, Zoom, Email, text)
- Coordinate with other departments, including Sales, Operations, HR and Finance to solve customer concerns.
- Maintain and report an accurate forecast of renewals within the assigned territory
- Negotiate and execute renewal contracts that align with customers needs and UCFS financial requirements
- Identify upsell opportunities to maximize customer growth
- Work with sales and operations staff to retain at-risk customers
- Analyze agreements and calculate new billing rates for number or service changes
- Assist where needed in the coordination of Special Events, Pre Semester Service and Summer Camps
- Retain and renew annual client contracts, while meeting account retention goals
- Attend trade shows, conventions and conferences when necessary.
Competencies
- Communicate proactively, clearly, effectively and professionally, both written and verbal.
- Build lasting relationships and deliver exceptional customer service
- Detail-oriented with the ability to multitask and stay focused in a fast-paced work environment
- Recognize and escalate urgent issues to the appropriate UCFS department.
- Multitask while maintaining sharp attention to detail
- Improve business practices through process and procedure
- Work productively in a remote office setting with minimal oversight on day-to-day operations.
- Solve problems by thinking critically and utilizing UCFS resources to make the best business decisions possible.
Required Skills / Abilities :
- Strong analytical and problem solving skills
- Excellent organizational skills and attention to detail
- Database management using Customer Relationship Management (CRM) software
- Excellent interpersonal skills
- Email, Microsoft Suite, Google Workplace, Zoom, Excel, Calendar
- Database management
Preferred education and experience
- College level mathematics and algebra preferred
- 2 years work experience as an Account Manager or in a Customer Service Role.
- 2 years of outside sales experience is preferred
- Food Service experience is a plus in understanding client needs
- Associate's Degree, with a bachelor's degree preferred
Special demands
- This position may require phone calls, emails, text messages to the customer and / or UCFS employees during weekends and evenings
- Occasional Planned Travel (15-25%) is required for customer service touch points and trade show attendance.
- Speedy, reliable home internet is required
This is a remote position, working full-time, year round.
5 days ago