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Customer Experience Director

2 months ago

Ontario, California, United States GS Foods Group Full time
Job Title: Customer Experience Director

At Gold Star Foods, we are committed to delivering exceptional customer service and experience. We are seeking a highly skilled and experienced Customer Experience Director to lead our Customer Experience Team and drive business growth.

Job Summary:

The Customer Experience Director will be responsible for overseeing the day-to-day operations of the Customer Experience Team, establishing policies and procedures that ensure high-quality customer service delivery, and aligning activities and initiatives to support the objectives of the organization.

Key Responsibilities:
  • Maintain and support excellent customer relations in all divisions
  • Manage and maintain customers and their accounts
  • Resolve customer requests, questions, and complaints
  • Ensure all functions within the department are completed with accuracy and in the most efficient and cost-effective manner
  • Focus on customer service rate of 98.7% for the CX Team
  • Coordinate the day-to-day operations of the department
  • Ensure customer service processes are followed
  • Process and confirm customer orders in a timely manner
  • Enforce company regulations
  • Coach and mentor the customer service team
  • Maintain quality service by enforcing quality and customer service standards
  • Stay up to date on industry practices and standards
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)
  • 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 at a desk equipped with a computer, monitors, phone, and other applicable resources/equipment. It will require the applicant to routinely sit, stand, stoop, kneel, crouch, and bend for up to 8 hours. Position requires the occasional lifting of objects up to 10lbs.