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Senior Customer Service Leader

2 months 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
This role is accountable for supporting and assisting the Customer Service Supervisor in guiding and training a team of frontline customer service representatives. The position entails providing support for order processing, addressing inquiries, assisting in training, and resolving escalated issues. You will serve as the authority on company policies and customer service systems.

PRIMARY RESPONSIBILITIES:

  • Accurately and promptly receive and process orders, consistently meeting and exceeding key productivity metrics and customer experience standards.
  • Address inquiries from customers and Sales Consultants regarding orders, deliveries, or issues (such as product quality, delivery schedules, or availability) in a professional and considerate manner. Provide timely support to the team on escalated issues and maintain frequent communication with Sales, Operations, Supply Services, and other internal teams to resolve customer concerns.
  • Lead the training initiatives for Customer Service associates on company standards, procedures, and policies relevant to this team's responsibilities. Ensure timely and accurate resolution of customer service activities and uphold quality processes in handling customer orders and inquiries.
  • Act as the acting supervisor in the absence of the Customer Service Supervisor, providing leadership, oversight, and coordination of daily tasks.
  • Engage in process improvement initiatives, task force activities, and other assigned projects.

EDUCATION:

  • High School Diploma or equivalent required
  • Some college education 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 or team leadership experience 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-departmental staff.
  • Capable of leading team discussions and meetings. Understands team dynamics and collaborates effectively within a team structure. Demonstrates a collaborative management style and delegates responsibilities efficiently.
  • 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 and deadlines autonomously while managing large, complex projects.
  • Customer Service – Respond promptly to service requests and follow up as necessary.
  • Problem Solving - Identifies and resolves issues in a timely manner, gathering and analyzing information skillfully to develop alternative solutions.
  • Judgment - Willingness to make decisions and exhibit sound judgment.
  • Detail Oriented – Strong attention to detail and accuracy.
  • Ability to understand and execute all relevant policies and procedures consistently and objectively.

OVERVIEW:

Sysco is a global leader in foodservice distribution, operating approximately 333 distribution facilities worldwide and serving over 700,000 customer locations.

We provide our colleagues with opportunities for personal and professional growth, contributing to the success of a dynamic organization and serving others in a manner that exceeds 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.