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Director, Customer Contact (100% Remote) ID-12489

ARE YOU A CURRENT US FOODS EMPLOYEE? PLEASE APPLY DIRECTLY THROUGH OUR INTERNAL WORKDAY CAREER SITE

Join Our Community of Food People!

This position has been segmented "Remote Anywhere" meaning the work is completed 100% remote anywhere in the U.S. except Hawaii or United States Territories.
The primary purpose of this position is to lead a team of customer service professionals for either the local or national sales organizations aligned against the assigned region. The critical focus areas will be the customer experience, identifying process improvement opportunities, and measuring the delivery of our customer service model in a consistent objective way.
This position is expected to contribute to strategic planning for the function, help establish and execute the future vision of the model. This role will need to influence leaders in their region at all levels and gain their trust through consistent delivery of results at an optimal level of quality. They will need to be a subject matter expert and work through others to meet our customer service standards. Further responsibilities will include maintaining professional and technical knowledge by tracking emerging trends and delivering results to both our internal and external customers.

This position is responsible for conducting needs assessments, performance reviews, capacity planning and career pathing focused on the development of the associates reporting into the role.

BECOME A US FOODS® ASSOCIATE!

Ready to build a career with a company that’s leading the foodservice industry?

We help YOU make it! 

Benefits: Full US Foods Benefits - DAY 1!

medical, dental, vision, 401K, life insurance, and much more!

US Foods is one of the largest food distributors with a culture and history of promoting from within, excellent training programs and a continuous improvement focus.  

ESSENTIAL DUTIES AND RESPONSIBILITIES  

People Leadership – 40%

  • Recruit, onboard, and train new associates

  • Provide regular feedback to associates and develop top talent while embracing our core values

  • Provide coaching, best practice sharing, and identify developmental needs on an individual basis. 

  • Ensure expectations both quantitative and qualitative are set and reviewed on an on-going basis.  Participate in regular performance review discussions.

  • Foster an environment of accountability and celebrate successes. Ensure associates are set up for success in all aspects of their role including their development for future roles.

  • Ability to manage a larger team with varying skill levels from people managers to entry level individual contributors.

  • Ensure established training protocols are delivered for cross training support work and standardized processes for absorbing new work into the shared services model.  

  • Motivate team and set aspirational goals through departmental leadership, meetings and one on one communications.

CI/Project Management– 30%

  • Standardize business processes utilizing automated tools where appropriate.  Fully understand and leverage this functionality in order to improve workflow efficiency and quality measures.

  • Ensure adoption and review compliance to SOPs. Execute best-in-class methodologies such as quality performance, training initiatives and associate scheduling leveraged by driving operational efficiencies to improve workstream activity.

  • Deliver functional projects as assigned, focused on technology and processes relevant to our established strategic roadmap. Continuously seek opportunities for synergy, improvement, simplification and automation of existing processes, technology, reporting, etc

  • Conduct regular role effectiveness reviews across the function, seeking feedback from key stakeholders for continued improvement. Manage survey process for both internal and external customers to ensure satisfaction.

  • Focus on process improvement through technology; think strategically about new initiatives, participate in researching new technology selections. 

  • Ensure best practices are identified for both process and technology through benchmarking across the team. Identify opportunities for improvement of existing functionality. 

  • Research and analyze data to draw conclusions, identify trends and uncover potential issues. Use this knowledge to develop and bring forward recommendations. 

  • Lead frontline management to be aligned with best-in-class methodologies such as quality performance, training initiatives and associate scheduling leveraged by driving operational efficiencies to improve workstream activity.

Strategic Planning – 25%

Personal Development – 5%

  • Update your personal IDP and prepare for check-ins with your leaders.

  • Engage in formal US Foods performance management process.

  • Strive to learn and benchmark against industry trends.  Be engaged in industry peer groups.

  • Pursue other personal learning and development initiatives (ex – LinkedIn learning, membership in ERGs, etc.)

Other duties as assigned by Manager

SUPERVISION:

Direct Reports: 

6-8 Managers Grd 14

Indirect Reports:

Individual Contributor 60-90 CSR or SC Grd 8, AC or MAC Grd 9, Leads Grd 10

Responsibility spanning across assigned Region for all of National or Local Sales as indicated

RELATIONSHIPS

Internal: Region Presidents, Area Presidents, Sales leaders, Customer Contact, and other functions as required

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

  • 8 years in a sales, sales support or sales analysis role with a prior track record for providing key customer support and maintaining customer relations is required

  • A minimum of 7 years of management and leadership experience required

  • Collaborate with peers, SBS leadership, VP Customer Contact and staff, and Local and National Sales, to maintain consistency in servicing customers and sellers striving toward a positive experience for the customer or seller

  • Professional leadership skills, someone who can lead and inspire teams exhibiting the skills to understand team dynamics; able to lead under pressure.  Ability to train/develop direct reports

  • Outstanding verbal communication and interpersonal skills, able to interact across multiple stakeholders at various levels in the organization, external customers and vendors 

  • Ability to operate independently in a highly efficient manner; Superior organizational, problem solving and time management skills.

  • Strategic thinker who can analyze and solve unique, complex problems that impact the customers’ experience or the organization

  • Able to interpret data and translate into actionable steps; helps drive a culture of continuous improvement working toward department goals 

  • Strong performance management background to address disciplinary or performance concerns according to company policy

  • Advanced computer skills including Microsoft Word, Outlook, Excel and PowerPoint required. Telephone system and reporting experience preferred.  

  • Ability to learn proprietary US Foods systems including ordering systems, Salesforce.com, and other internal systems as needed.

  • Ability to travel up to 50% within the region is required.

  • Establish leadership experience, ability to inspire confidence and credibility.  Excellent presentation skills and the ability to lead others to consensus

  • Strong inter-personal and emotional intelligence skills. Displays professionalism with customers, vendors and internal leadership/staff.

EDUCATION

  • Bachelor's Degree or a combination of education and experience equivalent to a Bachelor’s degree.

PREFERRED QUALIFICATIONS

  • In-depth knowledge of customer service leadership in principles and practices with food service and contact center knowledge preferred

This role will also receive: annual incentive plan bonus

Benefits for this role may 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: https://www.usfoods.com/careers/benefits.html.

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

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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