Customer Experience Director

4 days ago

Ontario, California, United States Gold Star Foods Full time
Customer Experience Director Job Description

Company Overview: Gold Star Foods is a leading food distributor to K-12 schools in the United States, committed to delivering exceptional customer service.

Job Summary: We are seeking a highly skilled Customer Experience Director to oversee the day-to-day operations of the Customer Experience Team for West Coast locations. The successful candidate will establish policies and procedures that drive high-quality customer service delivery, aligning with industry best practices.

Key Responsibilities:

  • Customer Service Excellence: Maintain and support our ongoing priority of assuring excellent customer relations in all divisions, ensuring a customer service rate of 98.7% for the CX Team.
  • Department Operations: Coordinate the day-to-day operations of the department, ensuring customer service processes are followed, and customer orders are processed in a timely manner.
  • Quality and Customer Service: Maintain quality service by enforcing quality and customer service standards, analyzing and resolving quality and customer service problems, and identifying trends to recommend system improvements.
  • Leadership and Development: Promote and cultivate the GSF Customer Success culture and core values, maintaining staff by recruiting, selecting, orienting, onboarding, and training employees, and developing personal growth opportunities.

Requirements:

  • 2-3 years of experience with increasing responsibility in F&B or distribution, management, customer service, and/or another related field.
  • Proficient in Microsoft Office (Excel, PowerPoint, Word) and ability to utilize other computer systems.
  • Excellent communication skills, both verbal and written.
  • Ability to multi-task, excellent time management and organizational skills.
  • Ability to think critically, analyze data sets, and provide recommendations.
  • Ability to lead a team and work collaboratively with others.

Working Conditions and Physical Demands: This position will be in an office setting, requiring the ability to sit, stand, stoop, kneel, crouch, and bend for up to 8 hours, with occasional lifting of objects up to 10lbs.

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