Director, Customer Experience - SYGMA - US
Sygma Central Office
APPLY NOWEmployment Type Full time
Company name US3084 The SYGMA Network, Inc.Compensation $84,200.00 - $126,300.00
Compensation Range 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.
Requirements Summary Leads the activities related to management of contacts and relationships with external customers as well as the site’s Customer Service Department. This includes providing regional level leadership, building strong customer relationships, and leading a productive, positive and inclusive workplace culture and climate. Developing medium to long-term plans and preparing strategies to protect, grow and diversify the relationship with targeted customers.
Description
JOB SUMMARY
The Director of Customer Experience acts as a Customer Service and Customer Relationship focused representative on behalf of The SYGMA Network and its affiliates providing oversight and strategic direction to the Customer Service Managers (CSM) and Field Account Managers (FAM) within the organization. This position will establish, execute, and deliver specific plans and BBPs that support the company’s overall vision to be our Customer’s most valued and trusted business partner and implement these plans and BBPs across all SYGMA distribution centers.
RESPONSIBILITIES
Strengthen and develop center CSMs and FAMs through core job dimensions.
In cooperation with Operational Management, develop methods and goals for measuring customer satisfaction annually.
Design and implement effective metrics to track progress, proactively identify areas of concern and drive accountability
Identify new technology and tools to help drive the overall customer experience.
Effectively communicate customer experience strategy and objectives with Senior Leadership.
Assist with the development and presentation of corporate and site-specific training programs as needed.
Facilitate the completion of a company-wide annual customer service training plan.
Enhance the interaction between FAM’s and Customer Service teams to maximize the customer experience
Facilitate monthly CSM and FAM connect calls.
Establish, execute, and deliver specific plans and BBPs across all distribution centers related to customer experience.
Creates and facilitates engagement through committees needed to accomplish the established targets and objectives for the year.
Proactively monitor service levels of the Company through weekly tracking and work with the respective regional leadership and distribution centers to maintain service levels and continued improvement.
Display strong problem solving, organizational and analytical skills.
Demonstrate professional maturity and ability to act as a change leader.
Demonstrate strong employee relations, interpersonal and verbal/written communication skills.
Assist in hiring and onboarding of CSMs and FAMs as needed.
Provide weekend coverage to proactively address and remedy customer requests
Any other duties assigned by SYGMA Management.
QUALIFICATIONS
Education
A High school diploma is required
Bachelor’s degree in business or marketing is preferred.
Experience managing a team, managing customer service, and building customer relationships in the food distribution industry will be considered as an alternative to formal education.
Experience
5-10 years of customer service focused management experience or foodservice sales experience
Professional Skills
Well developed oral and written communication skills
Excellent problem-solving skills and the ability to make good judgments
Ability to resolve issues with a sense of urgency
Well developed interpersonal skills and the ability to persuade
Physical Demands
Work is primarily sedentary
Ability to read text that is close and at a distance with or without correction
Work Environment
Residency in the Dublin, Ohio area is required
Frequent travel up to 50% of the time by automobile and air travel is required
Equipment Operated
Desktop, laptop, smartphone, tablets, office equipment, and automobile
Positions Supervised
Customer Service Managers and Field Account Managers have a dotted line report into this position.
License or Certification
Drivers license must maintain SYSCO minimum vehicular insurance requirements
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. We’re looking for talented, hard-working individuals to join our team. Come grow with us and let us show you why Sysco is at the heart of food and service.
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, and consider 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. This opportunity is available through Sysco Corporation, its subsidiaries and affiliates.
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Sysco's Diversity, Equity & Inclusion
Our Colleague Resource Groups (CRGs) create a strong sense of belonging and connection for Sysco employees around the globe. Together, we help recognize culturally significant occasions and create a safe space and sense of community for colleagues from often underrepresented backgrounds. At Sysco, we celebrate what makes YOU uniquely you.
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Benefits
At Sysco, we offer a benefits package that meets the unique needs of our diverse team of colleagues, from a medical plan with a variety of options to choose from, all the way to a 401(k) plan that allows our people to work and plan for the retirement they dream of.
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