Job Details

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 FAMs 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.
• Create and facilitate 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.