Customer Experience Lead

Customer Experience Team Leader

Gold Star Foods is the leading food distributor to K-12 schools in the United States. We are a company devoted to providing our customers with incredible customer service. We know that it is our employees who make the difference! Join our team and find out what it is like to work somewhere where you enjoy getting up for work every day!

Position Overview

The customer experience team leader position is responsible for providing quality and efficient customer service to customers through the daily management of a team of employees. This includes motivating, recognizing, rewarding, coaching, counseling, training, and problem solving. Provides help to management and keeps management updated on team performance.

Principal Responsibilities

• Work with the supervisor to ensure success of CX initiative, including but not limited to the 98.7% Service Rate.
• Assist with preparing for the holidays (changing orders, locking down system, spreadsheets, memo's)
• Support supervisor with training or support for KPI.
• Handle high priority accounts, Product Recalls, and Physical Inventory.
• Work closely with Purchasing Dept. on Inventory Management (Aged Inventory/Slow Moving Items)
• Team Guidance/Support- Give constant direction to team members to ensure that all customer inquiries are rightfully attended to on time and in the best way possible. Observe performance of team members to identify their strengths / weaknesses and help strengthen their loose ends.
• Team Trainings/New Employee Training
• Create, develop, and update department processes and procedures.
• Reviewing/Clearing daily Reports (open order, CRM's, short ship, negative commodity, etc.)
• Manage Customer Complaints, New Program-Testing, Launch New Accounts, Assign Department Coverage.
• Customer Events- Attend Food Shows, Farmers Markets, help host Customer Tours and Customer Trainings.
• Lead team meetings with effective communication for meeting objectives, goals, and timelines.
• Identifies problems, develops resourceful solutions, and makes recommendations for corrective action.
• Effective communication and collaboration with all departments and levels of management.
• Accurately analyzes and prioritizes responsibilities with efficiency, professionalism, and excellent time-management skills.
• Exceptional attendance and punctuality
• Various other Department functions

Required Skills

• Leadership skills
• Must work very closely with Customer Experience Supervisor.
• Excellent verbal and written communication skills.
• Extensive knowledge of Customer Experience procedures and principles.
• Organized with attention to detail.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
• Ability to coach and mentor customer experience representatives.

Education/Experience

• High School Diploma or equivalent required.
• Prior experience as a receptionist or in a customer-facing role is preferred.

Character Traits of a Leader

• Make time to lead your team.
• Get to know your team and how they work.
• Communicate with your team daily.
• Self-Motivated and Self-Starter
• Forward Thinking
• Be fair, kind, and respectful.
• Optimistic approach to problem solving.
• Lead by example (follow Department rules)

Hourly Rate: $26.00-$27.00

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

EOE M/W/Vet/Disabled: The above duties and responsibilities are essential job functions subject to reasonable accommodation. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. This job description is not to be construed as an exhaustive statement of duties, responsibilities or requirements as the employee may be required to perform any other duties as assigned. In the event of an absence where the Customer Experience Lead cannot perform these duties, the Manager will determine who shall perform these duties.

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.