Customer Advocate

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.