Customer Experience Director

TITLE: Customer Experience Director- West DIVISION: Customer Experience
REPORTS TO: Senior Director Customer Experience FLSA CLASSIFICATION: Salary/Non-Exempt

COMPANY OVERVIEW

Gold Star Foods is the leading food distributor to K-12 schools in the United States. We are a company devoted to providing our customers with incredible customer service. We know that it is our employees who make the difference! Join our team and find out what it is like to work somewhere where you enjoy getting up for work every day!

POSITION OVERVIEW:
Under the direction of the Senior Director Customer Experience, the Customer Experience Director will oversee the day-to-day operations of the Customer Experience Team for the states of West Coast locations. Director establishes policies and procedures that produce high quality customer service delivery and that reflect industry best practices. Ensures that systems are in place and are utilized to capture and report on customer metrics, including any customer feedback or trends in product or service issues. Additionally, the Director will align activities and initiatives to support and enhance the objectives of the organization in each operating company while managing the CX Team to produce a minimum of 98.7% Customer Service Rate. Work proactively with the Sales Team to achieve customer satisfaction goals.

The following is a list of responsibilities and functions required for the position described herein. The description and/or responsibilities are subject to change depending on personal growth, organizational development and/or the evolution of the company.

PRINCIPLE RESPONSIBILITIES

• Maintain and support our ongoing priority of assuring excellent customer relations in all divisions: Manage and maintain customers and their accounts. Resolve customer requests, questions, and complaints. Ensure all functions within the department are completed with accuracy and in the most efficient and cost-effective manner. Focus on customer service rate of 98.7% for the CX Team
• Coordinate the day-to-day operations of the department. Ensure customer service processes are followed. Process and confirm customer orders in a timely manner. Enforce company regulations. Coach and mentor, the customer service team
• Maintain quality service by enforcing quality and customer service standards; analyzing and resolving quality and customer service problems; identifying trends; recommending system improvements; improving customer experience
• Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional industry events. Stay up to date on industry practices and standards; Identify new tools and technologies to better serve the customer
• Travel required.

Leadership

• Promote and cultivate the GSF Customer Success culture and the core values of a Right Now Organization
• Maintain staff by recruiting, selecting, orienting, onboarding, and training employees; manages schedules; manages yearly reviews; maintaining a safe, secure, and legal work environment; developing personal growth opportunities
• Accomplish staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards
• Maintain professional relationships with all departments and work towards future growth and development for the CX Team, company and customer

REQUIRED SKILLS:

• 2-3 years of experience with increasing responsibility in F&B or distribution, management, customer service, and/or another related field.
• Proficient in Microsoft Office (Excel, PowerPoint, Word). Ability to utilize other computer systems.
• Excellent communication skills, both verbal and written
• Ability to multi-task, excellent time management and organizational skills
• Ability to think critically, analyze data sets, and provide recommendations
• Ability to lead a team and work collaboratively with others
• Ability to travel as needed

EDUCATION:

• High School Diploma or equivalent
• Associate or bachelor's Degree a plus

WORKING CONDITIONS AND PHYSICAL DEMANDS:

This position will be in an office setting at a desk equipped with computer, monitors, phone, and other applicable resources/equipment. It will require the applicant to routinely sit, stand, stoop, kneel, crouch, and bend for up to 8 hours. Position requires the occasional lifting of objects up to 10lbs.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

EOE M/W/Vet/Disabled

All of the above duties and responsibilities are essential job functions subject to reasonable accommodation. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. This job description is not to be construed as an exhaustive statement of duties, responsibilities or requirements as the employee may be required to perform any other duties as assigned. In the event of an absence where the Staff Accountant cannot perform these duties, the manager will determine who will perform these duties.