What are the responsibilities and job description for the Manager Customer Experience Quality and Customer Success - Remote position at UNFI Canada?
Job Overview
Oversee and direct the Customer Experience Quality and Customer Success team in partnership with Customer Experience leaders and department leaders across the organization. Work with senior level management and internal teams to coordinate Quality and Customer Success initiatives and projects that includes, but is not limited to, compliance monitoring and reporting, leading the support and development of our self-service portal customer portfolio. Lead our NPS, CSAT, and CES Feedback program and partner with departments across the company to ensure UNFI is delivering an exceptional customer experience at all customer touch points. Partner with internal teams to develop and manage standard operating procedures related to our self-service portal customer portfolio and to provide optimal customer experience. Monitor and keep senior management informed of area activities and significant challenges and opportunities. Forecast, hire, train, and support the Customer Experience Quality and Customer Success team on a national level.
What does it mean to be part of our Customer Experience team?
Being in customer experience involves understanding and managing the interactions between UNFI and our customers throughout the entire journey. Whether it’s small or large retail grocery stores, our team ensures they’re getting the best possible service and support so we can deliver better together. Our customer experience team strives to make our customers stronger and help transform the future of food.
Job Responsibilities
Education/ Certifications:
Remote Role:
Office Roles:
Benefits: Competitive 401k, Flexible PTO, Hybrid, Health benefits – first of the month following 30 days of employment, mentorship program/developmental opportunities, etc.
All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, national origin, disability, or protected veteran status. UNFI is an Equal Opportunity Employer committed to creating an inclusive and respectful environment for all. - M/F/Veteran/Disability. VEVRAA Federal Contractor.
Oversee and direct the Customer Experience Quality and Customer Success team in partnership with Customer Experience leaders and department leaders across the organization. Work with senior level management and internal teams to coordinate Quality and Customer Success initiatives and projects that includes, but is not limited to, compliance monitoring and reporting, leading the support and development of our self-service portal customer portfolio. Lead our NPS, CSAT, and CES Feedback program and partner with departments across the company to ensure UNFI is delivering an exceptional customer experience at all customer touch points. Partner with internal teams to develop and manage standard operating procedures related to our self-service portal customer portfolio and to provide optimal customer experience. Monitor and keep senior management informed of area activities and significant challenges and opportunities. Forecast, hire, train, and support the Customer Experience Quality and Customer Success team on a national level.
What does it mean to be part of our Customer Experience team?
Being in customer experience involves understanding and managing the interactions between UNFI and our customers throughout the entire journey. Whether it’s small or large retail grocery stores, our team ensures they’re getting the best possible service and support so we can deliver better together. Our customer experience team strives to make our customers stronger and help transform the future of food.
Job Responsibilities
- Manages customer experience Quality and Customer Success activities including quality monitoring, workforce planning, Customer Experience projects, reporting, training activities and shared process flows.
- Responsible for implementation of effective long and short-term customer experience initiatives, compliance initiatives, self-service portal customer support and planned execution, and reporting.
- Produce, monitor, and evaluate accurate and actionable daily, monthly, quarterly reporting (financial goals and KPI's).
- Handle customer issues and complaints to improve retention and building out the store sales strategy.
- Manage the performance and dissemination of quality audits on claims transactions, turnovers, and order related activity.
- Disseminate training material to appropriate team members and teams.
- Track and communicate department performance to team and management.
- Establish SLAs across trackable activities department wide and build reporting to show compliance.
- Execute and support department and cross functional process and data workflows and documentation, call scripting and departmental policies providing best-in-class customer experience satisfaction.
- Ensures customer experience activities are in conjunction with UNFI’s Building Out the Store and keeps senior management informed on critical items.
- Responsible for directing, developing, and appraising associate performance.
- Performs other job duties as required.
- Good judgment is required for this position as there may be times when direct supervision may not be immediately available.
Education/ Certifications:
- Bachelor’s degree in business, computer science or related field, or an equivalent combination of experience and training.
- Minimum of 3-5 years customer service and call center expereince or other related business and sales experience.
- Minimum of 3 years of relevant management experience.
- Understanding and knowledge of products.
- Proficiency in Microsoft Office Suite.
- Understanding of margin and company profitability.
- Background in practices and procedures required for servicing high profile accounts.
- Analytical and report compilation and evaluation proficiency.
- Background in consumer-packaged goods distribution, call management systems and/or customer relationship management preferred.
- Strong leadership abilities with the ability to train, coach and motivate others.
- Excellent communication skills.
- Strong attention to detail.
- Comfortable in a highly open, dynamic, and collaborative company culture.
- Ability to work in a fast-paced, team environment.
- Demonstrated ability to problem solve and set priorities.
- The ability to exceed at customer service skills, problem solving, attention to detail and organizational skills.
Remote Role:
- This position is classified as remote where the associate will perform remote work from their primary residence. Remote associates are welcome to work from the office but are not required to do so. While remote associates are not required to work from an office regularly, they may be required to come to the office or other UNFI locations for necessary business reasons or if directed to do so by their manager.
- Some travel may be required.
Office Roles:
- Most work is performed in a temperature-controlled office environment.
- Incumbent may sit for long periods at a desk or computer terminal.
- While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.
- Incumbent may use calculators, keyboards, telephones, and other office equipment during the normal workday.
- Stooping, bending, twisting, and reaching may be required in the completion of job duties.
Benefits: Competitive 401k, Flexible PTO, Hybrid, Health benefits – first of the month following 30 days of employment, mentorship program/developmental opportunities, etc.
All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, national origin, disability, or protected veteran status. UNFI is an Equal Opportunity Employer committed to creating an inclusive and respectful environment for all. - M/F/Veteran/Disability. VEVRAA Federal Contractor.
