Director, Customer Experience

2 months ago


Nashville, United States Chairmans Foods Full time

Chairmans Foods specializes in producing a wide range of high quality, consistent customer solutions - main courses, side dishes, queso, ready-to-eat protein salads custom solutions for foodservice operators and retail stores. Chairmans has succeeded over the years with open communication, integrity, and with a deep commitment to southern hospitality.


Driven by our mission, vision and values, employee and food safety are always our top priority. www.chairmansfoods.com


Director of Customer Experience

Nashville, TN – Corporate office-based role


Job Summary

Overseeing and guiding the Customer Logistics team, the Director of Customer Experience & Logistics will work cross-functionally to implement service strategies which foster an exceptional, sustainable, and cohesive positive experience for Chairmans Foods customers. The ideal candidate is a strategic-thinker, an effective communicator, results focused and is both team and customer-centric.


Job Responsibilities:

  • Lead the Customer Logistics Team that manage daily inbound and outbound transportation operations across our multiple manufacturing locations and warehouse network.
  • Manage the process for transportation of product, leveraging data-driven insights to optimize route planning, service levels, and overall efficiency and effectiveness.
  • Address both customer and business partner escalations in a timely and relationship building manner.
  • Establish customer-centric initiatives and influence positive change within the organization.
  • Provide leadership and operational support, enhancing coordination and execution of solutions to support business operations and customers.
  • Collaborate with both internal cross-functional teams as well as external partners to define and align efforts, and responsibilities, that best support customer experience.
  • Identify customer touchpoints across all departments and influence positive customer interactions (from pre-order, through fulfillment, delivery and ongoing support)
  • Establish rapport and maintain strong relationships with team, customers, brokers, vendors, and internal stakeholders.
  • Develop and implement strategies (including KPIs) to achieve corporate goals focused on improving customer satisfaction.
  • Develop tools and metrics to collect, analyze and measure customer feedback to identify and mitigate customer pain points.
  • Recommend and implement process improvement solutions that address both short-term and long-term customer experience.


Job Requirements:

  • A bachelor’s degree in business administration, management, communications or a related field
  • 10-15 years applicable management experience in customer service/customer experience
  • Customer oriented; adaptable and results driven
  • Excellent communication skills both verbal and written
  • Active listener
  • Proactive, critical thinker
  • Familiarity with project management principles and practices
  • Certification in customer experience management, such as Certified Customer Experience Professional (CCXP) a plus
  • Microsoft Suite proficiency; BI Analytics and reporting a plus.



Chairmans Foods is an EEO employer and conducts background checks and drug testing as part of the hiring process.



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