Sr. Manager Customer Experience -GAMPAC (Hybrid: Onsite and Remote) - US Foods
Rosemont, IL
About the Job
ARE YOU A CURRENT US FOODS EMPLOYEE? PLEASE APPLY DIRECTLY THROUGH OUR INTERNAL WORKDAY CAREER SITE (https://www.myworkday.com/usfoods/d/task/2998$47185.htmld)
Join Our Community of Food People!
Responsible for all aspects of the Customer Experience functions, as well as all supervisory responsibilities for the team. This role supports the commercial sales efforts by leading the team through all day-to-day functions including booking freight, setting appointments, resolving issues or challenges, and any or all other requirements for a successful customer experience. This roll will lead and direct assigned Key Account Managers, Key Account Associate Managers, and Logistics Coordinators to ensure all KPI’s critical to customer success are measured and performed at expected levels.
Evaluate the ongoing effectiveness of the Customer Experience team and Logistics Coordinators relevant service and systems. Develop and implement customer service procedures, as necessary. Drive activities with other departments to meet customer needs. Partner internally with the USF logistics team and other departments to drive streamlined processes and efficiency to reduce waste in support of enterprise goals across the supply chain.
This position is hybrid which means the work is completed onsite at our Rosemont Illinois Home Office as well as remotely.
RESPONSIBILITIES
+ Manage all functions across the customer experience team including KAM’s, KAAM’s and Logistics Coordinators.
+ Lead all customer on-boarding meetings to ensure a successful start up that will lead to achieving volume, revenue, and profitability KPI’s.
+ Responsible for analyzing customer scorecards and working with all stakeholders to ensure service excellence.
+ Provide day-to-day direction for the assigned KAM, KAAM, and Load Coordinator team.
+ Develop best practice for process and technology to deliver the highest service within customer experience department as measured by all service KPI’s.
+ Deliver required training for assigned KAM’s, KAAM’s, and Logistics Coordinators.
+ Develop optimal schedules to ensure adequate coverage of all inbound/outbound customer needs to ensure a balanced workload for the team.
+ Act as the escalation point for all customer concerns and issues.
+ Responsible for developing corrective action plans to immediately improve service where needed.
+ Other duties as assigned by manager
SUPERVISION :
Lead assigned KAM, KAAM, and Logistics Coordinator team which could be any combination of Gampac employees to third party staff in these roles.
RELATIONSHIPS
+ Internal: Gampac team and leadership
+ External: Third-party Load Coordinator Team (2-5); Customers (5-20)
WORK ENVIRONMENT
+ Hybrid : This role is partially remote, and the associate is expected to perform assigned responsibilities from a combined home-based and office-based environment.
MINIMUM QUALIFICATIONS
+ At least five (5) years of previous customer service and support experience required.
+ Supply Chain experience required, preferably in transportation brokerage or logistics
+ Minimum of (3) years of people management experience required.
+ Strong computer skills including a working knowledge of Microsoft Word, Outlook and Excel required.
+ Strong verbal communication and interpersonal skills and problem-resolution abilities required.
+ Strong people and process management skills required.
EDUCATION
+ Bachelor’s degree or equivalent experience required
CERTIFICATIONS/TRAINING
+ N/A
LICENSES
+ N/A
PREFERRED QUALIFICATIONS
+ Possess a customer service orientation, with the ability to influence and persuade customers to utilize our logistics services.
+ Ability to process multiple issues simultaneously, driving them to successful resolution.
+ Previous inside sales experience
Compensation depends on relevant experience and/or education, specific skills, function, geographic location, and other factors as applicable by law. The expected base rate for this role is between $85,000 - $140,000.
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 .
#LI-EC1
*EOE Race/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Protected Veteran/Disability Status*
Puede ver este sitio de empleo y aplicación en español utilizando la configuración de su navegador o teléfono móvil. Haga clic a continuación para obtener más información.
Microsoft Edge (https://www.usfoods.com/content/dam/usf/pdf/Policies/HR/Microsoft_Edge_Spanish_Instructions.pdf)
Google Chrome
Safari
iPhone
Androide (https://www.usfoods.com/content/dam/usf/pdf/Policies/HR/Android_Spanish_Instructions.pdf)
US Foods is one of America’s great food companies and a leading foodservice distributor, partnering with approximately 300,000 restaurants and foodservice operators to help their businesses succeed. With 28,000 employees and more than 70 locations, US Foods provides its customers with a broad and innovative food offering and a comprehensive suite of e-commerce, technology and business solutions. US Foods is headquartered in Rosemont, Ill., and generates more than $28 billion in annual revenue. Visit www.usfoods.com to learn more.
US Foods may collect personal information from you in connection with the application process. US Foods complies with the California Privacy Rights Act of 2020, and its policy may be found here (https://www.usfoods.com/content/dam/usf/pdf/Policies/HR/USF_CCPA_policy.pdf) .
US Foods, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other basis prohibited by applicable law.
EEO is the Law poster is available here (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) .
EEO is the Law poster supplement is available here (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf) .
Pay Transparency policy statement is available here (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf) .
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.
Join Our Community of Food People!
Responsible for all aspects of the Customer Experience functions, as well as all supervisory responsibilities for the team. This role supports the commercial sales efforts by leading the team through all day-to-day functions including booking freight, setting appointments, resolving issues or challenges, and any or all other requirements for a successful customer experience. This roll will lead and direct assigned Key Account Managers, Key Account Associate Managers, and Logistics Coordinators to ensure all KPI’s critical to customer success are measured and performed at expected levels.
Evaluate the ongoing effectiveness of the Customer Experience team and Logistics Coordinators relevant service and systems. Develop and implement customer service procedures, as necessary. Drive activities with other departments to meet customer needs. Partner internally with the USF logistics team and other departments to drive streamlined processes and efficiency to reduce waste in support of enterprise goals across the supply chain.
This position is hybrid which means the work is completed onsite at our Rosemont Illinois Home Office as well as remotely.
RESPONSIBILITIES
+ Manage all functions across the customer experience team including KAM’s, KAAM’s and Logistics Coordinators.
+ Lead all customer on-boarding meetings to ensure a successful start up that will lead to achieving volume, revenue, and profitability KPI’s.
+ Responsible for analyzing customer scorecards and working with all stakeholders to ensure service excellence.
+ Provide day-to-day direction for the assigned KAM, KAAM, and Load Coordinator team.
+ Develop best practice for process and technology to deliver the highest service within customer experience department as measured by all service KPI’s.
+ Deliver required training for assigned KAM’s, KAAM’s, and Logistics Coordinators.
+ Develop optimal schedules to ensure adequate coverage of all inbound/outbound customer needs to ensure a balanced workload for the team.
+ Act as the escalation point for all customer concerns and issues.
+ Responsible for developing corrective action plans to immediately improve service where needed.
+ Other duties as assigned by manager
SUPERVISION :
Lead assigned KAM, KAAM, and Logistics Coordinator team which could be any combination of Gampac employees to third party staff in these roles.
RELATIONSHIPS
+ Internal: Gampac team and leadership
+ External: Third-party Load Coordinator Team (2-5); Customers (5-20)
WORK ENVIRONMENT
+ Hybrid : This role is partially remote, and the associate is expected to perform assigned responsibilities from a combined home-based and office-based environment.
MINIMUM QUALIFICATIONS
+ At least five (5) years of previous customer service and support experience required.
+ Supply Chain experience required, preferably in transportation brokerage or logistics
+ Minimum of (3) years of people management experience required.
+ Strong computer skills including a working knowledge of Microsoft Word, Outlook and Excel required.
+ Strong verbal communication and interpersonal skills and problem-resolution abilities required.
+ Strong people and process management skills required.
EDUCATION
+ Bachelor’s degree or equivalent experience required
CERTIFICATIONS/TRAINING
+ N/A
LICENSES
+ N/A
PREFERRED QUALIFICATIONS
+ Possess a customer service orientation, with the ability to influence and persuade customers to utilize our logistics services.
+ Ability to process multiple issues simultaneously, driving them to successful resolution.
+ Previous inside sales experience
Compensation depends on relevant experience and/or education, specific skills, function, geographic location, and other factors as applicable by law. The expected base rate for this role is between $85,000 - $140,000.
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 .
#LI-EC1
*EOE Race/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Protected Veteran/Disability Status*
Puede ver este sitio de empleo y aplicación en español utilizando la configuración de su navegador o teléfono móvil. Haga clic a continuación para obtener más información.
Microsoft Edge (https://www.usfoods.com/content/dam/usf/pdf/Policies/HR/Microsoft_Edge_Spanish_Instructions.pdf)
Google Chrome
Safari
iPhone
Androide (https://www.usfoods.com/content/dam/usf/pdf/Policies/HR/Android_Spanish_Instructions.pdf)
US Foods is one of America’s great food companies and a leading foodservice distributor, partnering with approximately 300,000 restaurants and foodservice operators to help their businesses succeed. With 28,000 employees and more than 70 locations, US Foods provides its customers with a broad and innovative food offering and a comprehensive suite of e-commerce, technology and business solutions. US Foods is headquartered in Rosemont, Ill., and generates more than $28 billion in annual revenue. Visit www.usfoods.com to learn more.
US Foods may collect personal information from you in connection with the application process. US Foods complies with the California Privacy Rights Act of 2020, and its policy may be found here (https://www.usfoods.com/content/dam/usf/pdf/Policies/HR/USF_CCPA_policy.pdf) .
US Foods, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other basis prohibited by applicable law.
EEO is the Law poster is available here (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) .
EEO is the Law poster supplement is available here (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf) .
Pay Transparency policy statement is available here (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf) .
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.
Source : US Foods
