US Foods Customer Service Manager in Bensenville, Illinois
Supervise, plan, and direct the daily activities of the division’s Sales Coordinators and monitor and assess their individual performance against key performance indicators, ensuring timely, accurate responses to DSM / Territory Managers and customers. Develop policies and procedures to ensure consistent sales experience, customer service and satisfaction. Recommend focus areas to promote products or services to fulfill customer needs based on data analytics, Territory Manager and customer feedback. Responsible for managing all aspects of the division’s Sales Coordinator function in support of Field Sales, including achieving objectives and executing initiatives that ensure consistent experiences and satisfaction. Resolve escalated issues with orders, delivery dates, service, and/or any other concerns that may arise. Back up the Customer Service Manager – National Sales
Manage all aspects of the Sales Coordination team and function, as well as all supervisory responsibilities, including, but not limited to, staffing/hiring, performance management, training and development, employment actions, and other similar Human Resources’ activities (e.g., dispute resolution, vacation approvals, approvals for paid, unpaid leave, merit increases, etc.).
Evaluate the ongoing effectiveness of the Sales Coordination team and relevant service and systems. Develop and implement procedures as necessary. Coordinate activities with other departments to meet customer needs.
Monitor call statistics (e.g., call volume, quality score card, inbound and outbound, average call length, number of calls escalated, etc.) to assess Sales Coordinators performance against key performance indicators.
Coordinate required training and development for Sales Coordinators.
Determine schedules to ensure adequate coverage of all inbound/outbound customer and Territory Manager calls throughout each business day.
Assist Sales Coordinators in escalating inquiries to Division, Region, and Corporate functions as needed including operations, replenishment, pricing, and category management.
EOE Race/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Protected Veteran/Disability Status
Education/Training: High School diploma or equivalent required; Bachelor’s Degree preferred.
Related Experience: At least five (5) years of previous Inside Sales or call center experience required. Minimum (3) years of management experience required. Food service/distribution or B2B experience preferred. Previous sales experience a plus, but not required. Overnight travel may be required to participate in trainings, meetings, or other company events.
- Strong verbal communication, interpersonal skills and problem resolution abilities required.
- Candidate should have customer service orientation, with ability to influence/persuade customers to purchase products.
- Strong people management skills required.
- Able to process multiple issues simultaneously, driving them to successful resolution.
- Working knowledge of Microsoft Word, Excel, PowerPoint and Outlook required.
- Experience with phone technology required / CRM preferred.
Primary Location: Bensenville-IL
Schedule: Full-time Shift: Day Job
Job Function: Customer Service
Job Level: Manager
Travel: Yes, 10 % of the Time