Gold Star Foods · 18 hours ago
Customer Experience Lead
Jefferson City, MO
Full-time
Onsite
Mid Level
$25/hr - $30/hrGold Star Foods is the leading food distributor to K-12 schools in the United States, dedicated to providing exceptional customer service. The Customer Experience Lead is responsible for managing a team to ensure quality service, motivating and training employees, and addressing customer inquiries effectively.
LogisticsNutritionSupply Chain Management
No H1B
Hiring Manager
Omayra Patterson
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
Qualification
Required
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
High School Diploma or equivalent required
Preferred
Prior experience as a receptionist or in a customer-facing role is preferred
Company
Gold Star Foods
Gold Star Foods has been the leader in supporting K–12 operations since its inception.
Founded in 1966
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$40MKey Investors
Castle Harlan
2019-10-03Acquired
2017-03-27Private Equity· $40M
2007-10-01Private Equity
Leadership Team
Deb Warman MHRM SHRM-SCP
Human Resources Business Partner
Recent News
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