Sales Operation and Customer Experience Manager
2 days ago
Job Overview:Responsible for leading all aspects of the Customer Experience, Sales Operations and support services department, organizational and associate development. Responsible for ensuring team has the required tools and support to support both sales and operations to service customers as all phases of the business process. Develop, implement, execute processes to improve customer service, and internal process models that align with company goals and objectives.Job Responsibilities:Core Responsibilities
Responsible for ensuring the effective performance of Sales Operations and Customer Service Department Functions. This includes sales forecasting, commercializing new product launches and ensure strong product availability/readiness to support customer and sales goals. Partners and collaborates closely with sales team members to deliver sales goals through strong readiness of supply.
Manages New Customer On-Boarding related to Contract Documents, Insurance, Forecasting.
Ensure New Customer Setups are completed in a timely manner.
Commercialization of new products and new customer launches / acquisitions.
Manages New Customer, and Line Extension product build / launch through project management meetings and coordinate follow up from internal departments to manage timeline for product launch.
Supports sales continuity and operations readiness by analyzing and reviews with production and sales inventory related issues, allocation of commodities, QA concerns / rejections, that directly impact service levels to customers.
Monitor Service Level to ensure Customer Experience.
Oversee and direct the resolution of routine customer complaints and problems and develop and manage communication with customer that provides an effective resolution for all parties. Develop and Implement Customer Service Policies that support companywide strategic goals.
Manage team of associates including Customer Service, Graphic Designer, and Sales & Marketing Analyst daily functions, and long-term goals.Additional Responsibilities
Collaborate cross-functionally to represent the
Voice of the customer
and to optimize customer consideration, conversion, satisfaction, and loyalty.
Manage Monthly Broker Commissions
Manage All Deductions with UNFI and Direct Customers.
Manage Special Projects with The Fresh Market Related to Inventory availability.
Assist Senior Management in development of short- & long-term goals, strategies.
Ensure Accurate Information and Technical Assistance is provided to customers in a timely and accurate manner.
Manage all UNFI and Third-party EDI Transactions and communicate with internal team and customer regarding issues to resolve quickly.
Develop and Maintain department SOPs for consistency in processes.
Provide feedback to other departments specific to service-related issues from customers.
Maintains knowledge of products, brands, and vendors, and oversees training of staff.
Responsible for Establishing and maintaining effective communication and coordination with Company personnel and Management.Performs other duties as assigned.Job Requirements:Education/ Certifications:
Bachelor s degree.Experience:
Minimum of 5 years in relevant management experience.
Thorough understanding of Customer Service Practices
Service Orientation and sincere willingness to assist others.Knowledge/Skills/ Abilities
Proficiency in Microsoft Office Suite
Understanding of Margin and company profitability.
Ability to interact with all levels of the business.
Ability to manage and coordinate projects.
Ability to work in a fast paced, team environment.
Good judgment is required for this position as there may be times when direct supervision may not be immediately available.Work Environment:Hybrid Role: This position is classified as a Hybrid role, in office 3 days per week after 90 days.
This position follows a hybrid schedule working in office (3) days per week. The acceptable split between onsite and remote work is determined by the manager. Hybrid associates may choose to work from an office on a more frequent basis than required.Travel (minor):
This position may require the associate to travel to company offices, distribution centers, or other locations for specific meetings or other business reasons.Physical Environment/Demands:Office Roles:
Most work is performed in a temperature-controlled office environment.
Incumbent may sit for long periods of time at a desk or computer terminal.
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.
Incumbent may use calculators, keyboards, telephones, and other office equipment in the course of a normal workday.
Stooping, bending, twisting, and reaching may be required in the completion of job duties.All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, national origin, disability, or protected veteran status. UNFI is an Equal Opportunity employer committed to creating an inclusive and respectful environment for all. - M/F/Veteran/Disability. VEVRAA Federal Contractor.
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