Senior Customer Service Leader

2 weeks ago

Denver, Colorado, United States SYSCO Full time

Company:

Sysco

Employment Type:

Full Time

Travel Percentage:

0

Compensation Range:

25.00

The compensation range provided is in compliance with state specific laws. Factors that may be used to determine your actual rate of pay include your specific skills, years of experience and other factors.

BENEFITS INFORMATION:

For information on Sysco's Benefits, please visit

JOB SUMMARY
Accountable for supporting and assisting the Customer Service Supervisor in the management and training of a team of front-line customer service representatives. Provide guidance and assistance in sales order processing, inquiries, training, and resolution of escalated issues. Serve as the authority on company policies and customer service tools and systems.

PRIMARY RESPONSIBILITIES:

  • Accurately receive and process orders in a timely manner, consistently meeting and exceeding customer service productivity metrics and standards.
  • Address inquiries from customers and Sales Consultants regarding orders, deliveries, or issues (such as product quality, delivery problems, schedules, or availability) in a considerate and professional manner. Offer support to the team regarding escalated issues promptly and accurately. Maintain frequent communication with Sales, Operations, Supply Services, and other internal teams to review and resolve customer issues via email, phone, and MS TEAMS.
  • Lead the training of Customer Service associates on company standards, procedures, and policies relevant to this team's responsibilities. Ensure accurate and timely resolution of Customer Service activities and uphold quality processes related to customer orders and inquiries.
  • Act as the backup to the Customer Service Supervisor by providing team leadership, supervision, and coordination of daily work assignments in the supervisor's absence.
  • Engage in process improvement initiatives, task force activities, and participate in other assigned projects.

EDUCATION:

  • High School Diploma or equivalent required
  • Some college and/or an associate degree preferred

EXPERIENCE:

  • 2+ years of progressive experience in a fast-paced Customer Service Department or Call Center environment
  • 1+ year of supervisory experience or team leadership preferred

SKILLS:

  • Exceptional communication (verbal and written), interpersonal, and professional interaction skills are essential for high proficiency. Ability to effectively present information and respond to inquiries from suppliers, customers, management, and inter-department staff. Capable of collaborating with internal staff from other departments in a proactive and constructive manner.
  • Able to facilitate and lead team discussions and meetings. Understands team dynamics and works effectively within a team structure. Exhibits a collaborative management style. Delegates responsibilities efficiently. Recognizes and values the contributions of others within the organization. Demonstrates a high level of trust and accountability.
  • Computer Literacy: Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Teams, and Outlook), Internet Navigation, and familiarity with maintaining a customer database and Call Center software. ERP experience is a plus.
  • Planning & Organizational Skills - Ability to plan, prioritize, and execute multiple initiatives/deadlines independently and adjust priorities as necessary. Capable of managing large, complex projects. Utilizes time effectively. Able to manage and meet deadlines in a fast-paced environment.
  • Customer Service – Responds promptly to requests for service and assistance as needed. Follows up as necessary.
  • Problem Solving - Identifies and resolves issues in a timely manner. Gathers and analyzes information skillfully. Develops alternative solutions.
  • Judgment - Willingness to make decisions. Exhibits sound and accurate judgment. Makes timely decisions.
  • Detail Oriented – Strong attention to detail and accuracy.
  • Ability to understand and execute all relevant policies and procedures consistently, timely, and objectively.

OVERVIEW:

Sysco is the global leader in foodservice distribution. With over 71,000 colleagues and a fleet of over 13,000 vehicles, Sysco operates approximately 333 distribution facilities worldwide and serves more than 700,000 customer locations.

We offer our colleagues the opportunity to grow personally and professionally, to contribute to the success of a dynamic organization, and to serve others in a manner that exceeds their expectations.

AFFIRMATIVE ACTION STATEMENT:

Applicants must be currently authorized to work in the United States.

We are proud to be an Equal Opportunity and Affirmative Action employer, considering qualified applicants without regard to race, color, creed, religion, ancestry, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factor under federal, state, or local law.

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