Manager Customer Service National Sales

ARE YOU A CURRENT US FOODS EMPLOYEE? PLEASE APPLY DIRECTLY THROUGH OUR INTERNAL WORKDAY CAREER SITE Join Our Community of Food People! Supervise, plan, and direct the daily activities of assigned customer contact associates. Monitor and assess individual performance against key performance indicators, ensuring timely, accurate responses to Sales Managers, Territory Managers, Account Executives/Managers and customers. Responsible for managing all aspects of the customer contact function, including executing initiatives that ensure consistent customer service and satisfaction. Resolve escalated issues with orders, delivery dates, service, and/or any other concerns that may arise. ESSENTIAL DUTIES AND RESPONSIBILITIES: People Leadership – 30% Recruit and develop new customer contact representatives • Provide regular feedback to associates develop top talent while embracing our core values • Provide coaching, best practice sharing, training and constructive feedback. Identify development needs on an individual basis. • Ensure expectations both quantitative and qualitative are set and reviewed on an on-going basis.Participate in regular performance review meetings. • Train and coach team members ensuring they are set up for success in all aspects of their role including their development for future roles. Workforce Management/Training – 20% • Manage daily operations of the customer contact team and its functions. • Plan, prioritize and delegate work tasks to ensure proper functioning of the team. • Monitor relevant quality statistics which measures the efficiency and effectiveness of conversations between a customer and contact service representatives.Evaluate associate performance against key performance indicators (e.g., call volume, abandoned call rate, average handle time, call escalations, speed to answer) • Oversee and coordinate daily work schedules to ensure adequate coverage to maintain an orderly workflow according to business needs and priorities. • Perform ca