Job Description

We're excited about your interest in pursuing the next step in your career with US Foods! Your continuous growth and development is critical to our success.


US Foods is committed to working with and providing reasonable accommodation to individuals with disabilities. If reasonable accommodation is needed to participate in the interview process or to perform essential job functions, please contact our US Foods Application Accommodation Line at 855-873-2468. You will be prompted to leave a message. Please state the specifics of the assistance needed and your contact information. A member of our HR department will return your call within two business days.

NOTE: Before you begin your internal job search, please review the criteria you will need to start the process.

The Customer Contact Representative Lead supports the delivery of exceptional service to US Foods customers and sellers by providing timely resolution of requests and serving as a subject matter expert. This role is responsible for supporting daily operations, enhancing customer satisfaction, and driving team performance through coaching, training, and quality assurance. Also, this role plays a key part in managing escalations, ensuring service excellence, and contributing to continuous improvement initiatives. By serving as a subject matter expert and mentor, the Lead fosters team development, supports workforce management, and helps deliver superior customer experience across all communication channels.

Schedule

Monday - Friday

Please note: This position is currently developing and will focus primarily on training responsibilities.

ESSENTIAL DUTIES AND RESPONSIBILITIES


Operations/Workforce Management

• Acknowledge and resolve customer escalations or complaints
  
• Provide in-depth product knowledge to support customer and seller needs
  
• Serve as backup for answering calls and emails, assisting with customer business activity, reporting, and team responsibilities.
  
• Assist with weekly evaluation of quality scores for Call and service requests
  
• Assist management with delegation of work and managing daily operations during manager vacations
  

Customer Retention

• Communicate with customers and team(s) through various channels
  
• Ensure customer satisfaction through communication and service recovery
  
• Initiate and resolve requests for customer or organizational reporting
  
• 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
  
• Provide thorough customer and order solution options to customers and contact representatives, and serve immediate needs to support customers challenges and concerns
  

CI/Innovation

• Participate in cross-company projects to improve and optimize the customer's experience
  
• Serve as a subject matter expert to motivate the team's success by responding to critical needs and questions related to the company's process, products, policies and procedures and tools
  
• Help identify trending issues among customers, team members, products and services
  

Training/Support Associate Development

• Assist Manager with team support as necessary
  
• Coach and mentor colleagues as necessary
  
• Organize and coordinate schedules
  
• Provide regular feedback to Associates to develop top talent while embracing our core values.
  
  
• Generate necessary reports to ensure quality measurement and performance goals are monitored and tracked against performance baseline
  
• Review and present daily metrics, score and review call quality/service request quality, communication updates and daily huddle announcements
  
• Approve service recovery requests as back-up to Manager and provide guidance to peers
  
• Mentor, coach, and lead team members on their journey to best support the team's activities and goals. Provide real-time feedback to peers, which includes communications and support
  
• Assist in onboarding new employees, ensuring they receive comprehensive training
  
• Conduct engaging training sessions, workshops
  
• Adapt training methods to different learning styles and needs
  
• Other duties as assigned by manager".
  

Personal Development

• Engage in formal US Foods performance management programs
  

• Actively participate in personal development through conversations with leadership and contributing to the creation of individual development plans.
  

SUPERVISION :

• None
  

RELATIONSHIPS

Internal: Sales, Operations, Merchandising, Shared Business Services

External: US Foods Customers and vendors

WORK ENVIRONMENT

• Remote: This role is fully remote, and the associate is expected to perform assigned responsibilities from a home-based environment.
  

MINIMUM QUALIFICATIONS

• 5 years' experience in sales support or customer service maintaining customer relations is required.
  
• 1 year experience training, coaching and/or mentoring other associates required
  
• A proven track record of supporting customers and team members.
  
• 2 years' experience utilizing MS Office including Outlook, PowerPoint and Excel
  
• 2 years' experience utilizing Salesforce CRM, Order Entry Systems (i.e., Tadam, Moxie, etc.) and Contact Center Systems
  
• Demonstrate highly effective verbal and written communication skills with the ability to adapt messaging across all levels of the organization required.
  
• Ability to work overtime during peak periods or holidays
  
  
• Open to feedback and committed to a culture of continuous improvement
  
• Excellent time management; able to prioritize and meet deadlines
  

EDUCATION

• High School diploma/GED or a combination of education and experience equivalent to a high school diploma.
  
  
• A bachelor's degree or equivalent experience is preferred.
  

CERTIFICATIONS/TRAINING

• N/A
  

LICENSES

• N/A
  

PREFERRED QUALIFICATIONS

• Experience in foodservice or distribution preferred.
  
  
• Virtual training utilizing multimedia and technology and remote collaboration experience is preferred
  
• Proven ability to lead change, influence without authority, and align cross-functional teams.
  
• Capable of supporting multiple projects from strategy to implementation.
  
• Strong analytical, problem-solving, and organizational skills.
  
• High attention to detail; effective multi-tasking in a fast-paced environment
  
• Strong interpersonal, leadership and collaboration skills
  
• Self-motivated and capable of working independently, with strong emotional intelligence and professional maturity
  
• Customer-focused with the ability to collaborate and engage customers, vendors, and internal partners
  
• Positive attitude; promotes a cooperative and supportive work environment.
  

• Demonstrated ability to be composed under pressure with limited supervision
  
• Embraces diversity and works effectively across varied associate teams.
  

PHYSICAL QUALIFICATIONS

OCCASIONALLY: 1% - 33 / FREQUENTLY: 34% - 66% / CONTINUOUSLY: 67% - 100% or NEVER

JOB REQUIRES WORKER TO:

FREQUENCY:

STAND: OCCASIONALLY

WALK: OCCASIONALLY

DRIVE: NEVER

SIT: FREQUENTLY

LIFT

1-10 lbs (Sedentary): OCCASIONALLY

11-20 lbs (Light): OCCASIONALLY

21-50 lbs (Medium): NEVER

51-100 lbs (Heavy): NEVER

Over 100 lbs (Very Heavy): NEVER

CARRY

1-10 lbs (Sedentary): OCCASIONALLY

11-20 lbs (Light): OCCASIONALLY

21-50 lbs (Medium): NEVER

51-100 lbs (Heavy): NEVER

Over 100 lbs (Very Heavy): NEVER

PUSH/PULL 1: NEVER

CLIMB/BALANCE: NEVER

STOOP/SQUAT: NEVER

KNEEL: NEVER

BEND: NEVER

REACH ABOVE SHOULDER: OCCASIONALLY

TWIST: OCCASIONALLY

GRASP OBJECTS 2: OCCASIONALLY

MANIPULATE OBJECTS 3: FREQUENTLY

MANUAL DEXTERITY 4: CONTINUOUSLY

1 (Push/Pull: Dolly, cartons and boxes)

2 (Grasp Objects: Boxes and cartons)

3 (Manipulate Objects: Boxes and dolly)

4 (Manual Dexterity: Typing, use of office machines such as copiers, printers)

Grade: N10
Compensation depends on relevant experience and/or education, specific skills, function, geographic location, and other factors as applicable by law (for example: state minimum wage thresholds). The expected base rate for this role is between
$21 - $30

***EOE - Race/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/ Age/Genetic Information /Protected Veteran/Disability Status***

Job Tags

Minimum wage, Immediate start, Remote work, Monday to Friday,

Similar Jobs