Join arenaflex, a leading food distributor, as we seek an exceptional Director, Customer Contact to lead our team of customer service professionals. As a key member of our organization, you will be responsible for driving customer satisfaction, process improvement, and strategic planning. This is a unique opportunity to join a company that values innovation, teamwork, and customer-centricity.
**About arenaflex**
arenaflex is one of the largest food distributors in the industry, with a rich history of promoting from within, excellent training programs, and a continuous improvement focus. Our company culture is built on core values that emphasize customer satisfaction, teamwork, and innovation. We are committed to providing our customers with exceptional service and support, and we are seeking a talented leader to join our team.
**Job Summary**
The Director, Customer Contact will lead a team of customer service professionals, providing strategic direction, coaching, and development opportunities. This role will focus on driving customer satisfaction, process improvement, and strategic planning, while maintaining a collaborative network with internal and external stakeholders. The ideal candidate will have a proven track record of leadership, customer service, and process improvement, with a strong ability to analyze data and drive results.
**Key Responsibilities**
* **People Leadership (40%)**
+ Recruit, onboard, and train new associates
+ Provide regular feedback to associates and develop top talent while embracing our core values
+ Provide coaching, best practice sharing, and identify developmental needs on an individual basis
+ Ensure expectations both quantitative and qualitative are set and reviewed on an on-going basis
+ Foster an environment of accountability and celebrate successes
+ Ensure associates are set up for success in all aspects of their role, including their development for future roles
* **CI/Project Management (30%)**
+ Standardize business processes utilizing automated tools where appropriate
+ Ensure adoption and review compliance to SOPs
+ Execute best-in-class methodologies such as quality performance, training initiatives, and associate scheduling
+ Deliver functional projects as assigned, focused on technology and processes relevant to our established strategic roadmap
+ Conduct regular role effectiveness reviews across the function, seeking feedback from key stakeholders for continued improvement
+ Manage survey process for both internal and external customers to ensure satisfaction
* **Strategic Planning (25%)**
+ Build and foster a collaborative network with the purpose of strengthening alignment, sharing best practices, and driving communication
+ Provide thought leadership to internal customers and connect externally in the assigned region to hear the voice of the customer
+ Build, track, and share standard KPIs for the team ensuring they are consistently driving towards excellence and meeting the needs of the functions and associates supported
+ Participate in annual budgeting process while consistently driving for financial fitness as the cornerstone of effectively delivering the shared services model
+ Define talent strategy inclusive hiring/recruiting, performance management, and succession planning aimed at securing and retaining the best talent for all roles in support of the future vision
* **Personal Development (5%)**
+ Update your personal IDP and prepare for check-ins with your leaders
+ Engage in formal arenaflex performance management process
+ Strive to learn and benchmark against industry trends
+ Pursue other personal learning and development initiatives (e.g., LinkedIn learning, membership in ERGs, etc.)
**Supervision**
* Direct Reports: 6-8 Managers (Grade 14)
* Indirect Reports: 60-90 CSR or SC (Grade 8), AC or MAC (Grade 9), Leads (Grade 10)
**Relationships**
* Internal: Region Presidents, Area Presidents, Sales leaders, Customer Contact, and other functions as required
* External: arenaflex customers and vendors
**Work Environment**
* Remote: This role is fully remote, and the associate is expected to perform assigned responsibilities from a home-based environment.
**Minimum Qualifications**
* 8 years in a sales, sales support, or sales analysis role with a prior track record for providing key customer support and maintaining customer relations
* A minimum of 7 years of management and leadership experience
* Collaborate with peers, SBS leadership, VP Customer Contact, and staff, and Local and National Sales, to maintain consistency in servicing customers and sellers striving toward a positive experience for the customer or seller
* Professional leadership skills, someone who can lead and inspire teams exhibiting the skills to understand team dynamics; able to lead under pressure
* Outstanding verbal communication and interpersonal skills, able to interact across multiple stakeholders at various levels in the organization, external customers, and vendors
* Ability to operate independently in a highly efficient manner; Superior organizational, problem-solving, and time management skills
* Strategic thinker who can analyze and solve unique, complex problems that impact the customers' experience or the organization
* Able to interpret data and translate into actionable steps; helps drive a culture of continuous improvement working toward department goals
* Strong performance management background to address disciplinary or performance concerns according to company policy
* Advanced computer skills including Microsoft Word, Outlook, Excel, and PowerPoint required. Telephone system and reporting experience preferred.
* Ability to learn proprietary arenaflex systems including ordering systems, Salesforce.com, and other internal systems as needed.
* Ability to travel up to 50% within the region is required.
* Establish leadership experience, ability to inspire confidence and credibility. Excellent presentation skills and the ability to lead others to consensus
* Strong inter-personal and emotional intelligence skills. Displays professionalism with customers, vendors, and internal leadership/staff.
**Education**
* Bachelor's Degree or a combination of education and experience equivalent to a Bachelor's degree.
**Preferred Qualifications**
* In-depth knowledge of customer service leadership in principles and practices with food service and contact center knowledge preferred
**Compensation and Benefits**
* Annual incentive plan bonus
* Benefits for this role may include health insurance, pre-tax spending accounts, retirement benefits, paid time off, short-term and long-term disability, employee stock purchase plan, and life insurance.
* Compensation depends on relevant experience and/or education, specific skills, function, geographic location, and other factors as applicable by law (for example: state minimum wage thresholds). The expected base rate for this role is between $95,000 - $155,000.
**Equal Opportunity Employer**
arenaflex is an Equal Opportunity Employer and welcomes applications from diverse candidates. We are committed to creating an inclusive work environment that values diversity, equity, and inclusion.
**How to Apply**
If you are a motivated and experienced leader who is passionate about customer service and process improvement, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information].
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