Manager, Customer Contact Southeast Region ( Hybrid: Onsite and Remote)

Other Jobs To Apply

About the position

The Manager, Customer Contact for the Southeast Region at US Foods is responsible for supervising and directing the daily activities of customer contact associates. This hybrid role involves a combination of remote work and occasional onsite presence at distribution centers. The manager will ensure high levels of customer service, resolve escalated issues, and manage the performance of the customer contact team to meet key performance indicators.

Responsibilities

  • Supervise and direct daily activities of customer contact associates.
    • ,
  • Monitor and assess individual performance against key performance indicators.
    • ,
  • Manage all aspects of the customer contact function to ensure consistent customer service and satisfaction.
    • ,
  • Resolve escalated issues with orders, delivery dates, and service concerns.
    • ,
  • Recruit and develop new customer contact representatives.
    • ,
  • Provide coaching, training, and feedback to team members.
    • ,
  • Manage daily operations of the customer contact team and its functions.
    • ,
  • Plan, prioritize, and delegate work tasks to ensure proper functioning of the team.
    • ,
  • Develop and implement customer service strategies to improve customer experience.
    • ,
  • Handle complex and escalated customer service issues and track resolutions.
    • ,
  • Identify upselling opportunities to support sales initiatives.

Requirements

  • Bachelor's degree or equivalent experience.
    • ,
  • Five years of customer service experience required.
    • ,
  • Two years of management and leadership experience required.
    • ,
  • In-depth knowledge of customer service leadership in food service distribution preferred.
    • ,
  • Outstanding verbal communication and interpersonal skills.
    • ,
  • Professional leadership skills to inspire and lead teams.
    • ,
  • Exceptional technical and analytical skills.
    • ,
  • Ability to interpret data and translate into actionable steps.
    • ,
  • Proven experience in a customer service orientation with strong customer-facing skills.
    • ,
  • Advanced computer skills including Microsoft Word, Outlook, Excel, and PowerPoint.

Nice-to-haves

  • Experience with eCommerce and Salesforce.com systems.
    • ,
  • Ability to learn proprietary US Foods systems quickly.

Benefits

  • Medical, dental, and vision insurance.
    • ,
  • 401K retirement plan.
    • ,
  • Life insurance.
    • ,
  • Paid time off and short-term/long-term disability benefits.
    • ,
  • Employee stock purchase plan.
Back to blog

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...