ARE YOU A CURRENT US FOODS EMPLOYEE? PLEASE APPLY DIRECTLY THROUGH OUR INTERNAL WORKDAY CAREER SITE.Join Our Community of Food People!The primary purpose of this position is to lead a team of customer service professionals for either the local or national sales organizations aligned against the assigned region. The critical focus areas will be the customer experience, identifying process improvement opportunities, and measuring the delivery of our customer service model in a consistent objective way.This position is expected to contribute to strategic planning for the function, help establish and execute the future vision of the model. This role will need to influence leaders in their region at all levels and gain their trust through consistent delivery of results at an optimal level of quality. They will need to be a subject matter expert and work through others to meet our customer service standards. Further responsibilities will include maintaining professional and technical knowledge by tracking emerging trends and delivering results to both our internal and external customers.This position is responsible for conducting needs assessments, performance reviews, capacity planning and career pathing focused on the development of the associates reporting into the role.This position is been determined to be “Remote Anywhere”: The work is completed 100% remote anywhere in the U.S. except Hawaii or United States Territories.ESSENTIAL DUTIES AND RESPONSIBILITIESPeople Leadership – 40%
Recruit, onboard, and train new associates
Provide regular feedback to associates and develop top talent while embracing our core values
Provide coaching, best practice sharing, and identify developmental 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 discussions.
Foster an environment of accountability and celebrate successes. Ensure associates are set up for success in all aspects of their role including their development for future roles.
Ability to manage a larger team with varying skill levels from people managers to entry level individual contributors.
Ensure established training protocols are delivered for cross training support work and standardized processes for absorbing new work into the shared services model.
Motivate team and set aspirational goals through departmental leadership, meetings and one on one communications.
CI/Project Management– 30%
Standardize business processes utilizing automated tools where appropriate. Fully understand and leverage this functionality in order to improve workflow efficiency and quality measures.
Ensure adoption and review compliance to SOPs. Execute best-in-class methodologies such as quality performance, training initiatives and associate scheduling leveraged by driving operational efficiencies to improve workstream activity.
Deliver functional projects as assigned, focused on technology and processes relevant to our established strategic roadmap. Continuously seek opportunities for synergy, improvement, simplification and automation of existing processes, technology, reporting, etc
Conduct regular role effectiveness reviews across the function, seeking feedback from key stakeholders for continued improvement. Manage survey process for both internal and external customers to ensure satisfaction.
Focus on process improvement through technology; think strategically about new initiatives, participate in researching new technology selections.
Ensure best practices are identified for both process and technology through benchmarking across the team. Identify opportunities for improvement of existing functionality.
Research and analyze data to draw conclusions, identify trends and uncover potential issues. Use this knowledge to develop and bring forward recommendations.
Lead frontline management to be aligned with best-in-class methodologies such as quality performance, training initiatives and associate scheduling leveraged by driving operational efficiencies to improve workstream activity.
Strategic Planning – 25%
Build and foster a collaborative network with the purpose of strengthening alignment, sharing best practices and driving communication.
Provide thought leadership to internal customers and connect externally in the assigned region to hear the voice of the customer.
Build, track and share standard KPIs for the team ensuring they are consistently driving towards excellence and meeting the needs of the functions and associates supported.
Participate in annual budgeting process while consistently driving for financial fitness as the cornerstone of effectively delivering the shared services model.
Define talent strategy inclusive hiring/recruiting, performance management and succession planning aimed at securing and retaining the best talent for all roles in support of the future vision.
Establish and deploy an effective training strategy for all roles, including onboarding and continuous education. Collaborate as needed with the Learning & Development team to determine and ensure the right training content and delivery approach.
Collaborate to build future vision for the function driven by stakeholder feedback, developing roadmaps for future technology and benchmarking in support of the vision. Ability to create and sell a business case inclusive of budgeting, required resources, and ROI.
Personal Development – 5%
Update your personal IDP and prepare for check-ins with your leaders.
Engage in formal US Foods performance management process.
Strive to learn and benchmark against industry trends. Be engaged in industry peer groups.
Pursue other personal learning and development initiatives (ex – LinkedIn learning, membership in ERGs, etc.)
Other duties as assigned by ManagerSUPERVISION :Direct Reports:6-8 Managers Grd 14Indirect Reports:Individual Contributor 60-90 CSR or SC Grd 8, AC or MAC Grd 9, Leads Grd 10Responsibility spanning across assigned Region for all of National or Local Sales as indicatedRELATIONSHIPSInternal: Region Presidents, Area Presidents, Sales leaders, Customer Contact, and other functions as requiredExternal: US Foods customers and vendorsWORK ENVIRONMENT
Remote : This role is fully remote, and the associate is expected to perform assigned responsibilities from a home-based environment.
MINIMUM QUALIFICATIONS
8 years in a sales, sales support or sales analysis role with a prior track record for providing key customer support and maintaining customer relations is required
A minimum of 7 years of management and leadership experience required
Collaborate with peers, SBS leadership, VP Customer Contact and staff, and Local and National Sales, to maintain consistency in servicing customers and sellers striving toward a positive experience for the customer or seller
Professional leadership skills, someone who can lead and inspire teams exhibiting the skills to understand team dynamics; able to lead under pressure. Ability to train/develop direct reports
Outstanding verbal communication and interpersonal skills, able to interact across multiple stakeholders at various levels in the organization, external customers and vendors
Ability to operate independently in a highly efficient manner; Superior organizational, problem solving and time management skills.
Strategic thinker who can analyze and solve unique, complex problems that impact the customers’ experience or the organization
Able to interpret data and translate into actionable steps; helps drive a culture of continuous improvement working toward department goals
Strong performance management background to address disciplinary or performance concerns according to company policy
Advanced computer skills including Microsoft Word, Outlook, Excel and PowerPoint required. Telephone system and reporting experience preferred.
Ability to learn proprietary US Foods systems including ordering systems, Salesforce.com, and other internal systems as needed.
Ability to travel up to 50% within the region is required.
Establish leadership experience, ability to inspire confidence and credibility. Excellent presentation skills and the ability to lead others to consensus
Strong inter-personal and emotional intelligence skills. Displays professionalism with customers, vendors and internal leadership/staff.
EDUCATION
Bachelor's Degree or a combination of education and experience equivalent to a Bachelor’s degree.
PREFERRED QUALIFICATIONS
In-depth knowledge of customer service leadership in principles and practices with food service and contact center knowledge preferred
PHYSICAL QUALIFICATIONS
Standard required physical activities including length of time performing each activity.
OCCASIONALLY: 1% - 33 / FREQUENTLY: 34% - 66% / CONTINUOUSLY: 67% - 100% or NEVERJOB REQUIRES WORKER TO:FREQUENCY:STAND: OCCASIONALLYWALK: OCCASIONALLYDRIVE: NEVERSIT: FREQUENTLYLIFT1-10 lbs (Sedentary): OCCASIONALLY11-20 lbs (Light): OCCASIONALLY21-50 lbs (Medium): NEVER51-100 lbs (Heavy): NEVEROver 100 lbs (Very Heavy): NEVERCARRY1-10 lbs (Sedentary): OCCASIONALLY11-20 lbs (Light): OCCASIONALLY21-50 lbs (Medium): NEVER51-100 lbs (Heavy): NEVEROver 100 lbs (Very Heavy): NEVERPUSH/PULL 1: NEVERCLIMB/BALANCE: NEVERSTOOP/SQUAT: NEVERKNEEL: NEVERBEND: NEVERREACH ABOVE SHOULDER: OCCASIONALLYTWIST: OCCASIONALLYGRASP OBJECTS 2: OCCASIONALLYMANIPULATE OBJECTS 3: FREQUENTLYMANUAL DEXTERITY 4: CONTINUOUSLY1 (Push/Pull: Dolly, cartons and boxes)2 (Grasp Objects: Boxes and cartons)3 (Manipulate Objects: Boxes and dolly)4 (Manual Dexterity: Typing, use of office machines such as copiers, printers)The following information is provided in accordance with certain state and local laws. Compensation depends on experience, geographic locations, and other factors permitted by law. In California, the expected compensation for this role is between $110,000 and $130,000 per year. In Washington, the expected compensation for this role is between $110,000 and $130,000 per year. In Colorado, the expected compensation for this role is between $103,000 and $125,000 per year. This role is also eligible for annual incentive plan bonus. Benefits for this role include health insurance, pre-tax spending accounts, retirement benefits, paid time off, short-term and long-term disability, employee stock purchase plan, and life insurance. To review available benefits, please click here: https://www.usfoods.com/careers/benefits.html .EOE Race/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Protected Veteran/Disability StatusPuede ver este sitio de empleo y aplicación en español utilizando la configuración de su navegador o teléfono móvil. Haga clic a continuación para obtener más información.Microsoft Edge (https://www.usfoods.com/content/dam/usf/pdf/Policies/HR/MicrosoftEdgeSpanishInstructions.pdf)Google ChromeSafariiPhoneAndroide (https://www.usfoods.com/content/dam/usf/pdf/Policies/HR/AndroidSpanishInstructions.pdf)US Foods is one of America’s great food companies and a leading foodservice distributor, partnering with approximately 300,000 restaurants and foodservice operators to help their businesses succeed. With 28,000 employees and more than 70 locations, US Foods provides its customers with a broad and innovative food offering and a comprehensive suite of e-commerce, technology and business solutions. US Foods is headquartered in Rosemont, Ill., and generates more than $28 billion in annual revenue. Visit www.usfoods.com to learn more.US Foods may collect personal information from you in connection with the application process. US Foods complies with the California Privacy Rights Act of 2020, and its policy may be found here (https://www.usfoods.com/content/dam/usf/pdf/Policies/HR/USFCCPApolicy.pdf) .US Foods, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other basis prohibited by applicable law.EEO is the Law poster is available here (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) .EEO is the Law poster supplement is available here (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCPEEOSupplementFinalJRFQA508c.pdf) .Pay Transparency policy statement is available here (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp%20EnglishformattedESQA508c.pdf) .US Foods is committed to working with and providing reasonable accommodation to individuals with disabilities. If reasonable accommodation is needed to participate in the interview process or to perform essential job functions, please contact our US Foods Application Accommodation Line at 855-873-2468. You will be prompted to leave a message. Please state the specifics of the assistance needed and your contact information. A member of our HR department will return your call within two business days.