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UNFI Careers
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Customer Care
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138166 Requisition #

Purpose: 

 

Responsible for creating and maintaining all processes and procedures in conjunction with customer experience Senior Management. This position will develop plans and goals designed to optimize a customer centric service model. Spearhead complex issue resolution.  Lead and manage customer experience sponsored IT and DC/Department specific projects. Work with department leadership to create strategy, planning, and execution of Continuous Project improvement.

 

Job Responsibilities:

 

  • Responsible for creating and maintaining all processes and procedures in conjunction with customer experience Senior Management.
  • Team leader for projects, including but not limited to, IT enhancements, WMS implementation, managing UNFI’s “clearance” efforts and DC/department specific initiatives.  
  • Develop goals and strategies designed to optimize a customer centric service model. 
  • Assist with complex issue resolution and act as a primary liaison with other departments as required for projects.
  • Create and maintain “Standard Operating Procedure” documentation and partner with customer experience Managers to drive compliance with processes.
  • Serve as the Subject Matter Expert (SME) for both new and existing technology solutions and recommend enhancements and changes designed to improve the customer experience.
  • Manage regional projects using knowledge base and individual discretion to develop project charter, task plans, and status updates for Director. Prepare and deliver customer feedback to Senior Management on an ongoing basis.
  • Monitor and report on customer experience process effectiveness and provide recommendations to senior management.
  • Optimize customer-centric service models, integrating with internal and external cross-functional teams.
  • Travel as applicable for functional project work
  • Perform other duties and projects as assigned.

 

Job Requirements:

 

Education/ Certifications:

  • Bachelor’s degree in Business Management or a related field or equivalent experience.
  • LSS or equivalent Continuous process improvement certification desired

 

Experience:

  • Five (5) year’s customer experience-related and account management experience is required
  • Experience prioritizing and/or manage time, projects, records etc.
  • Must have experience servicing high profile accounts and the practices and procedures specific to the required tasks.
  • Analytical background in consumer-packaged goods distribution and/or category management preferred
  • Proficiency in analytics and reporting

 

Knowledge:

  • Product knowledge and industry terms related to UNFI required
  • Knowledge of all company business systems
  • Knowledge of customer experience systems and tools
  • Knowledge of policies and processes specific to customer experience functions
  • Ability to accurately performs system discounting and price quoting

 

Skills/ Abilities:

  • Excellent verbal and written communication skills
  • Proficiency in Microsoft Office Suite.  SharePoint and ASAP skills preferred.
  • High level of business acumen relative to key account management and sales.
  • Able to develop and maintain effective, positive internal/external working relationships with a diverse group of individuals.
  • Comfortable in an open, dynamic and collaborative work environment.
  • Strong organizational skills with ability to multi-task. Ability to work independently and exercise good judgment.  
  • Proven customer service standards.
  • Able to resolve issues appropriately and in a timely manner.
  • Ability to lead and motivate other team members
  • Good decision making and effective negotiation skills.
  • Analyst should have the ability to work a flexible schedule to support the customer's available time. Ability to work remotely to support customer specific projects and tasks.

 

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

 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, or protected veteran status. UNFI is an Equal Opportunity employer committed to creating an inclusive and respectful environment for all. - M/F/Veteran/Disability. VEVRAA Federal Contractor.

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