JOB OVERVIEW:

Responsible for supervising and directing all client services activities. Ensure that customers are promptly, courteously, and professionally served. Train, supervise, develop and appraise Customer Experience personnel. Monitor and keep management informed of area activities and significant challenges and opportunities.

JOB RESPONSIBILITIES:

• Supervises customer care activities including account support, operations and IPAR communication and shared process flows.
• Ensures customer care activities are in conjunction with UNFI’s Building Out the Store and keeps senior management informed on critical items.
• Responsible for execution of customer communication for new items, pack changes and general product attributes.
• Produce, monitor and evaluate accurate and actionable daily, monthly, quarterly KPI reporting to manager.
• Support customer retention and the building out the store sales strategy.
• Disseminate sales and marketing information regarding products and services to appropriate team members
• Track and communicate department performance to team and management.
• Ensures customers are promptly, courteously, and professionally served and their questions and problems effectively resolved.
• Execute training and maintain department and cross functional process workflows and documentation providing best-in-class customer experience satisfaction.
• Responsible for ensuring prompt and accurate processing of all special orders.
• Responsible for directing, developing, and appraising associate performance.
• Attend tradeshows, industry events and sales meetings as needed.
• Performs other job duties as required.

JOB REQUIREMENTS:

Education/ Certifications:

• Bachelor’s degree in business or a related field preferred, or an equivalent combination of experience and training.

Experience:

• At least 2 years customer service and call center experience or other related business and sales experience.
• Minimum of 1 year of relevant supervisory experience.

Knowledge:

• Understanding and knowledge of products
• Proficiency in Microsoft Office Suite.
• Understanding of margin and company profitability.
• Familiarity with order management, operations, Inventory Planning & Replenishment, and sales procedures.
• Background in consumer-packaged goods distribution, call management systems and/or customer relationship management preferred.

Skills/ Abilities:

• Strong leadership abilities with the ability to train, coach and motivate others.
• Excellent communication skills.
• Strong attention to detail.
• Comfortable in a highly open, dynamic and collaborative company culture.
• Ability to work in a fast-paced, team environment.
• Demonstrated ability to problem solve and set priorities.

PHYSICAL ENVIRONMENT/ DEMANDS:

• Some travel may be required.
• Most work is performed in a temperature-controlled office environment.
• Incumbent may sit for long periods of time at desk or computer terminal.
• While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.
• Incumbent may use calculators, keyboards, telephone and other office equipment in the course of normal workday.
• Stooping, bending, twisting and reaching may be required in completion of job duties.