Manager, Customer Service – National Sales

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🌪️ Kansas, New York, +2 more states – Remote

🌪️ Kansas – Remote 🗽 New York – Remote 🌲 North Carolina – Remote 🌪️ Oklahoma – Remote

💵 $75k - $120k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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US Foods

WebsiteLinkedInAll Job Openings

10,000+ employees

📦 Logistics

🍽️ Food & Beverage

🛍️ eCommerce

Logistics • Food & Beverage • eCommerce

US Foods is one of the largest food service distributors in the United States, offering a wide range of products, culinary equipment, and support services for food businesses. They focus on product innovation, sustainability, and customer partnership, providing tools and resources to help clients enhance their operations and meet diverse dietary preferences. With a commitment to quality, safety, and community engagement, US Foods aims to positively impact both customers and the environment.

📋 Description

• Supervise, plan, and direct the daily activities of 10–15 customer contact associates • Monitor and assess individual performance against key performance indicators • Manage all aspects of the customer contact function and execute customer service initiatives • Resolve escalated issues involving orders, delivery dates, service, and other concerns • Recruit, develop, coach, train, and provide feedback to customer contact representatives • Manage daily customer contact team operations; plan, prioritize, and delegate work • Monitor quality statistics including call volume, abandoned call rate, average handle time, escalations, and speed to answer • Coordinate work schedules and perform capacity planning • Develop customer service strategies to improve customer experience, relationships, and sales growth • Lead or participate in projects and initiatives tied to functional goals • Improve, simplify, and automate processes, technology, and reporting • Research and analyze data, identify trends and issues, and develop recommendations • Handle complex and escalated customer service issues and track complaint resolution • Liaise with location, Region, Area, and Corporate functions to escalate inquiries • Support chain customers through issue escalation, reporting, routing and delivery issues, new openings, training, and credit request research • Identify upselling opportunities and support sales initiatives • Lead large-scale recovery efforts • Maintain a personal IDP and participate in performance management and development initiatives

🎯 Requirements

• Bachelor’s degree, or a combination of education and experience equivalent to a Bachelor’s degree • Five years of customer service experience required • Two years of management and leadership experience required • In-depth knowledge of customer service leadership principles and practices • Food service distribution and contact center experience preferred • Outstanding verbal communication and interpersonal skills • Professional leadership skills and ability to lead under pressure • Ability to train and develop direct reports • Exceptional technical and analytical skills • Ability to interpret data and translate it into actionable steps • Superior organizational, problem-solving, and time-management skills • Customer service orientation and strong customer-facing skills • Ability to influence and persuade customers, troubleshoot disputes, and engage in customer feedback • Advanced Microsoft Word, Outlook, Excel, and PowerPoint skills required • Telephone system and reporting experience preferred • Ability to learn proprietary US Foods systems, including eCommerce, Salesforce.com (SOUS), DCT, SODS, CDMR, Tandem, SMOI, and CES Quotes • Ability to quickly learn new procedures, processes, and 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%)

🏖️ Benefits

• Annual incentive plan bonus • Health insurance • Pre-tax spending accounts • Retirement benefits • Paid time off • Short-term disability • Long-term disability • Employee stock purchase plan • Life insurance • Training or business meeting travel as needed