Experienced Customer Contact Representative Lead - Remote Hybrid Role for Exceptional Customer Service and Team Leadership

Introduction to US Foods and Our Mission

At US Foods, we are dedicated to being the most valued partner to our customers, suppliers, and communities, providing innovative food solutions and exceptional service. As a leader in the foodservice industry, we strive to make a positive impact on the lives of those we serve. Our commitment to excellence, integrity, and teamwork has earned us a reputation as a trusted and reliable partner. We are now seeking an experienced and skilled Customer Contact Representative Lead to join our team, providing exceptional customer service and leadership to our customer contact representatives.

Job Overview and Responsibilities

In this remote hybrid role, you will serve as a subject matter expert and play a crucial part in ensuring our customers receive the highest level of service quality. As a Team Lead, you will work closely with our Customer Contact Representative team, providing daily support, on-the-floor coaching, and guidance to new team members. Your exceptional problem-solving and people skills will enable you to build strong relationships with internal and external stakeholders, driving customer satisfaction and loyalty. You will collaborate with our Customer Contact Manager to identify coaching opportunities, improve team performance, and contribute to the development of our customer contact strategies.

Key Responsibilities:

• Mentor, advise, and lead team members to achieve their goals and deliver exceptional customer service
• Provide real-time feedback, guidance, and support to peers, ensuring seamless communication and collaboration
• Respond to customer inquiries, resolve issues, and provide timely solutions to meet their needs
• Review and present daily metrics, communicate updates, and facilitate team huddles to drive performance and engagement
• Collaborate with internal departments, such as Sales, Operations, and Merchandising, to ensure a cohesive customer experience
• Participate in cross-company projects to improve and optimize customer satisfaction, loyalty, and retention
• Analyze customer data, identify trends, and develop targeted solutions to enhance customer engagement and loyalty
• Approve service recovery requests, provide guidance to peers, and ensure timely resolution of customer complaints

Essential Qualifications and Skills

To succeed in this role, you will need:

• A High School diploma or equivalent, with a minimum of 5 years of customer service or support experience
• Proven track record of leadership, customer service, and team collaboration, with a strong focus on delivering exceptional customer experiences
• Excellent written and verbal communication skills, with the ability to articulate complex information in a clear and concise manner
• Strong problem-solving, critical thinking, and analytical skills, with the ability to navigate complex customer issues and develop effective solutions
• Proficiency in Microsoft applications, with experience in Salesforce.com and other customer relationship management tools
• Ability to work in a fast-paced, dynamic environment, with a strong focus on adaptability, flexibility, and continuous learning
• Experience working in a remote or virtual environment, with a strong ability to self-motivate and manage time effectively

Preferred Qualifications:

• Foodservice or distribution experience, with a strong understanding of the industry and its challenges
• Previous experience in a leadership or team lead role, with a proven track record of developing and mentoring team members
• Advanced knowledge of customer service principles, practices, and technologies, with a strong focus on delivering exceptional customer experiences

Career Growth Opportunities and Learning Benefits

At US Foods, we are committed to the growth and development of our employees. As a Customer Contact Representative Lead, you will have access to:

• Comprehensive training programs, designed to enhance your skills and knowledge in customer service, leadership, and industry-specific topics
• Opportunities for career advancement, with a clear path for professional growth and development
• A collaborative and supportive work environment, with a strong focus on teamwork, communication, and mutual respect
• Regular feedback, coaching, and performance evaluations, to help you achieve your goals and develop your skills

Work Environment and Company Culture

Our company culture is built on a foundation of integrity, respect, and teamwork. We value diversity, equity, and inclusion, and are committed to creating a work environment that is welcoming, inclusive, and supportive of all employees. As a remote hybrid role, you will have the flexibility to work from home, with occasional visits to our regional locations. Our team is passionate about delivering exceptional customer service, and we are looking for individuals who share our commitment to excellence and customer satisfaction.

Compensation, Perks, and Benefits

We offer a competitive total rewards package, including:

• A hourly salary range of $23.00 - $27.00, depending on location and experience
• A comprehensive benefits package, including health insurance, pre-tax spending accounts, retirement benefits, paid time off, and more
• Opportunities for overtime compensation, with a strong focus on work-life balance and employee well-being
• A dynamic and supportive work environment, with a strong focus on teamwork, communication, and mutual respect

Conclusion and Call to Action

If you are a motivated and customer-focused individual, with a passion for delivering exceptional service and leading teams, we encourage you to apply for this exciting opportunity. As a Customer Contact Representative Lead, you will play a critical role in driving customer satisfaction, loyalty, and retention, while developing your skills and advancing your career. Don't miss this chance to join our team and make a positive impact on the lives of our customers and employees. Apply now and take the first step towards an exciting and rewarding career with US Foods!