Director, Customer Contact (100% Remote) at arenaflex

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you thrive in a dynamic, fast-paced environment where no two days are ever the same? Look no further than arenaflex, a leading food distributor with a rich history of innovation and a commitment to excellence. As a Director, Customer Contact at arenaflex, you will lead a team of customer service professionals, driving strategic planning, process improvement, and customer satisfaction across the organization. With a focus on building a collaborative network, fostering a culture of continuous improvement, and delivering exceptional results, you will be a key player in shaping the future of customer contact at arenaflex.

About arenaflex

arenaflex is a leading food distributor with a rich history of innovation and a commitment to excellence. With a culture that values teamwork, integrity, and customer satisfaction, we strive to deliver exceptional results in a fast-paced, dynamic environment. Our team of dedicated professionals is passionate about making a difference in the foodservice industry, and we're looking for like-minded individuals to join our community of food people.

Responsibilities

As a Director, Customer Contact at arenaflex, you will be responsible for:

• Leading a team of customer service professionals, providing guidance, coaching, and development opportunities to ensure exceptional customer experiences
• Developing and executing strategic plans to drive process improvement, customer satisfaction, and business growth
• Building and fostering a collaborative network with internal stakeholders, including sales leaders, customer contact teams, and other functions
• Analyzing data to identify trends, opportunities, and challenges, and developing actionable recommendations to drive business growth
• Collaborating with peers, SBS leadership, and VP Customer Contact to maintain consistency in servicing customers and sellers
• Providing thought leadership to internal customers and connecting externally to hear the voice of the customer
• Building, tracking, and sharing standard KPIs to ensure the team is consistently driving towards excellence
• Participating in annual budgeting processes and driving for financial fitness
• Defining talent strategy, including hiring, recruiting, performance management, and succession planning
• Establishing and deploying an effective training strategy for all roles, including onboarding and continuous education
• Collaborating to build a future vision for the function, driven by stakeholder feedback, and developing roadmaps for future technology and benchmarking

Essential Qualifications

* 8 years of experience in sales, sales support, or sales analysis with a prior track record of providing key customer support and maintaining customer relations

• A minimum of 7 years of management and leadership experience
• Collaborative leadership skills, with the ability to lead and inspire teams, understand team dynamics, and operate independently in a highly efficient manner
• Outstanding verbal communication and interpersonal skills, with the ability to interact across multiple stakeholders at various levels in the organization, external customers, and vendors
• Ability to analyze and solve unique, complex problems that impact the customers' experience or the organization
• Strong performance management background to address disciplinary or performance concerns according to company policy
• Advanced computer skills, including Microsoft Word, Outlook, Excel, and PowerPoint, with experience with proprietary systems, including ordering systems, Salesforce.com, and other internal systems
• Ability to travel up to 50% within the region

Preferred Qualifications

* In-depth knowledge of customer service leadership principles and practices, with a focus on food service and contact center knowledge

• Experience with process improvement, customer satisfaction, and business growth initiatives
• Strong inter-personal and emotional intelligence skills, with the ability to display professionalism with customers, vendors, and internal leadership/staff

What We Offer

* A competitive salary range of $95,000 - $155,000, depending on relevant experience and/or education, specific skills, function, geographic location, and other factors as applicable by law

• Annual incentive plan bonus
• Comprehensive benefits package, including health insurance, pre-tax spending accounts, retirement benefits, paid time off, short-term and long-term disability, employee stock purchase plan, and life insurance
• Opportunities for professional growth and development, including training and education initiatives
• A dynamic, fast-paced work environment with a team of dedicated professionals who are passionate about making a difference in the foodservice industry

How to Apply

If you're a seasoned leader with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our internal Workday Career Site or by clicking the link below. Apply Job! We look forward to hearing from you and exploring how you can contribute to the success of arenaflex! Apply for this job