Customer Contact Representative Lead (Hybrid: Onsite & Remote)

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Provide resolution of requests which aid to support US Foods customers and sellers in a timely The Customer Contact Representative Lead will serve as a subject matter expert and be instrumental to ensuring US Foods customers receive the exceptional contact quality and service possible.

A Team lead will be responsible for working closely with and providing daily support to the Customer contact representative team, on-the floor coaching, and new team member support to allow the team to deliver excellent service.

Leads will use problem-solving and people skills to support the team through multiple channels and build rapport internal and external to the organization to improve relationships and the customer experience.

They will work closely with the Customer Contact Manager to identify coaching and improvement opportunities for the team.

This position has been segmented as hybrid meaning the work is a combination of approximately 90 percent remote / virtual and 10 percent onsite at any regional location as defined by the role segmentation.

Typical pay for this role is around $23.00 - $27.00 per hour depending on location and experience. Schedule is Monday - Friday.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Mentor advise and lead team members in their journey to best support the team’s activities and goals. Provide real-time feedback to peers, which includes communications and necessary support

Serve as a subject matter expert to motivate the team’s success by responding to immediate needs and questions related to the company’s process, products, policies and procedures and tools

Take escalations from your team and support other internal department resources when needed

Review and present daily metric and communication updates and daily huddle announcements

Provide thorough customer and order solution options to customers and contact representatives, and serve immediate needs to support customers challenges and concerns

Work closely with the Customer Contact Manager to support the coaching process, quality performance review, meeting and metric data support.

Pull necessary reports to ensure measurement of quality and performance goals are monitored and tracked against performance baseline

Participate in cross-company projects to improve and optimize the customer’s experience

Conduct analysis to produce customer-specific reports or activities as contractually required

Assist sellers with preparation of customer business analysis, product research and recommendation for profitability, and other internal reporting as requested to support the management of the customer or service level agreement

Approve service recovery requests as back-up support to Manager and provide guidance to peers

Promote a positive and friendly environment supporting of good morale and cooperation

Help identify trending issues among customers, team members, products and services from interactions with customers

As time permits, provide support to team members in answering calls, answering email or contacts, assist chain customer business activity, customer reporting or other team responsibilities

Provide other business support to Sellers as requested

SUPERVISION

None

RELATIONSHIPS

Internal : Sales, Operations, Merchandising, Shared Business Services

External : US Foods Customers and vendors

QUALIFICATIONS

Education / Training : High School diploma or equivalent required and, a minimum of 5 years of customer service or support experience

Related Experience : At least 5 years of previous sales support or customer service experience maintaining customer relations.

A proven track record of supporting customers and team members with exceptional service and leadership. Foodservice / distribution experience preferred.

Experience working virtually (i.e. from home)

Tasks :

• Ability to communicate with customers and team through various channels
• Acknowledge and resolve customer escalations or complaints
• Assist Manager with team support as necessary
• Product knowledge to support customer needs
• Initiate and resolve requests for customer or organizational reporting
• Coach and mentor colleagues as necessary
• Ensure customer satisfaction and provide professional customer support
• Organize and coordinate schedules

Knowledge / Skills / Abilities :

• Professional leadership skills; someone who leads by example
• Excellent written and verbal communication skills
• Able to take direction and quickly learn new procedures, processes, product information
• Open to feedback, believing in a culture of continuous improvement working toward individual and department goals
• Comfortable to navigate technology, phone systems and tools
• Strong attention to detail, multi-tasking and time-management skills
• Detail oriented with strong critical thinking ability to quickly define problems, and reach valid conclusions
• Exceptional ability to collaborate with customers, vendors, and internal partners
• Customer service orientation and ability to adapt and respond to different personalities
• Advanced knowledge of Microsoft applications, Salesforce.com experience

The following information is provided in accordance with certain state and local laws. Compensation depends on experience, geographic locations, and other factors permitted by law.

In California, the expected compensation for this role is between $25.00 and $28.00 per hour. In Washington, the expected compensation for this role is between $25.

00 and $28.00 per hour. This role is also eligible for overtime compensation. Benefits for this role 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 : .

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