Customer Experience Coordinator

Summary:

The Customer Experience Lead will enhance the customer experience by identifying customer needs and collaborating with internal departments to optimize customer services and brand awareness. In addition, this position is responsible for aligning customer experience strategies with marketing initiatives. The Customer Experience Lead is responsible for leading team member training for the Customer Service and Sales teams. The Customer Experience Lead will be required to exercise discretion and use independent judgement with respect to these areas of responsibilities.

Roles & Responsibilities:

Customer Service

• Lead continuous improvement initiatives by reviewing and developing procedures and processes to optimize efficiencies and the customer experience.

• Develop onboarding schedules for new customer service representatives.

• Update existing training materials and monitor their effectiveness.

• Lead training for all new customer service representatives.

• Lead the development of customer service representatives for continuous improvement.

• Host periodic (quarterly) Customer Service department meetings and continuous learning via Microsoft Teams.

• Schedule customer service representatives and receptionist to ensure continuity of customer service in the event of unplanned absence of team members.

• Provide Director of Sales with feedback on customer service representative performance and productivity.

• Provide customer service support as needed.

Sales

• Lead Produce Pro training for all new sales representatives.

• Dedicated customer service partner for new sales representatives during onboarding.

• Provide Sales Representative support as needed.

Marketing

• Direct content and write copy for marketing materials and Bix messaging including flyers, social media, etc.

• Evaluate the effectiveness of marketing content and provide feedback and edits.

• Evaluate and drive continuous improvement of the Bix website and Bix customer ordering portal to ensure an exceptional customer experience.

• Manage and prioritize requests for information and marketing materials to ensure efficiency.

Inside Sales

• Build relationships with customers in the account portfolio that demonstrates the passion and tailored service to fit each customer's unique needs.

• Demonstrate superior product knowledge to answer customer questions and inquiries.

• Nurture leads and manage referrals with the goal of converting them to customers.

• Align sales efforts with Bix company goals surrounding minimum delivery amount and other operational agenda items.

• Strive to revive a dormant or infrequent ordering account.

• Obtain customer and competitive information, customer testimonials during daily contacts, log into CRM and distribute as appropriate to develop sales strategies.

• Keep contacts up to date in Sales-I and Produce Pro.

• Collaborate with the buyers and transportation to identify root cause of customer issues and solve in a meaningful way.

• Continually monitor market trends and the competitive landscape, bringing new ideas and marketing insights to the leadership team.

Skills, Experience and Education:

Skills, Knowledge and Abilities (List all required):

• Effective and strategic team leadership.

• Excellent customer service and communication skills.

• The ability to effectively and collaboratively resolve issues.

• Proficient computer and 10 key skills.

• Ability to multi task efficiently.

• Ability to confidently present product information and demonstrations.

Education:

High school diploma required. Post-secondary education in related area of study strongly preferred.

Minimum Experience:

3 - 5 years of sales, customer service, culinary and/or food industry experience required. Previous supervisory experience required.

Physical Activity/Working Conditions:

This position requires sitting, standing, walking, reaching, bending, lifting (not to exceed 50 pounds), and working at a computer and on the phone for 8-10 hours per day.

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.