Join Our Community of Food People!The Customer Service Lead (CSL) is responsible for growing sales through ensuring in-store customer service standards are met for every customer. Accountable for specific customer engagement programs such as; Customer Order Ahead & Pick Up in Store (COAPS), Net Promoter Score, TM engagement, as well as key operational metrics such as in-stock levels and check-stand line length. The CSL will provide work direction and coaching to employees regarding customer service. This role will improve customer satisfaction and differentiate us from the competition.
Ensure customers have a positive in-store experience by providing a key point of customer contact and acting as a liaison between the store and the customer. Deliver on CHEF'STORE strategic pillar of making it EASY for restaurants to shop in the store.
Assist in maintaining a store culture that focuses on initiating and supporting sales and creating a superior customer service culture in the store. Promote our cultural beliefs of Second to None, Team Up, Talk Straight, and Walk the Talk. Provide coaching and feedback to ensure all employees are delivering on our service mandate. Update Store Management on Service wins and opportunities.
Provide customer support in various retail store operations including, processing returns, complaint resolution, sales/product questions or assistance, cashiering support and greeting customers.
Persuade owners and/or managers of restaurants, not for profit organizations, churches, retail customers, and other small businesses to sign up with a loyalty card and persuade them to purchase products at the CHEF ‘STORE.
Work collaboratively with Store Management and the New Business Sales Associate (NBSA) Team and Division TM's to provide Store Tours to all Operators that are new to the CHEF ‘STORE.
Work collaboratively with Store Management, the NBSA team, TM's, and headquarters to develop COAPS order guides for all operators interested in the program. Update order guide weekly with new pricing, deals, and offerings.
Ensure a continuing focus on increasing sales and managing an appropriate in stock position. Work with customers to ensure that they find the products they need and are made aware of all the other services available to them in the store and through the company. Help build the menu by suggesting new and/or different products and making suggestions for new products to bring in that are a gap in the stores assortment.
Make recommendations for changes in shelf capacity and complete minor resets of items as needed to ensure we can maintain appropriate level of shelf capacity to grow the business.
Responsible for executing specific marketing initiatives and promotions within the CHEF‘STORE to drive acquisition, frequency of shop, and increased items per transaction.
Collect market intelligence by talking to the customer about their business. Inform management and/or marketing of any pertinent customer merchandise recommendations/suggestions and any shifts in the competitive environment.
Enter all pertinent data acquired in the store in to Dynamix, Salesforce, and other spreadsheets or data bases as required by Leadership. This should be completed on daily basis.
Participate in Trade Shows, Vendor Fairs, and Food Demonstrations as instructed by Store Leadership. Duties include set up, distribution of samples and marketing materials.
Adhere to and support all policies and procedures of US Foods and help ensure that the CHEF‘STORE facility is well maintained and is free of any safety hazards that could jeopardize the customer experience.
Perform other duties and responsibilities as directed by Store Leadership and Headquarters.
Education/Training: High School diploma or equivalent required. Bilingual language skills (English/Spanish/Mandarin) preferred.
Related Experience: Three to five years of selling experience and restaurant experience required. Supervisory or Lead experience required. Must possess the ability to work a flexible hourly schedule; including nights, weekends, and holidays, and be able to travel 20% of the time. Must possess a valid drivers' license. Must have cash handling experience. Must possess and demonstrate proficiency with computer use; including word processing, spreadsheet creation and use, email, and online software.
Knowledge/Skills/Abilities: Must have the desire and ability to deliver exceptional customer service. Must have strong presentation and influencing skills and possess the ability to quickly assess situations, address issues, and make good business decisions and recommendations to satisfy customer needs and drive business. Must possess the ability to build and foster professional relationships with the client base while protecting confidential information. Must possess adaptability and a willingness to deliver fast, easy, efficient service.
PHYSICAL JOB REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Individual will need to speak, hear, see, sit, or stand as needed. The incumbent will be required to perform computer keyboarding activities. The position will require walking primarily on a level surface for periodic periods throughout the day. The position will also require reaching above shoulder heights, below the waist, or lifting items as required for products, filing documents or storing materials throughout the work day. The position requirements may also include frequently lifting items that weigh up to 50 pounds.
***EOE Race/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Protected Veteran/Disability Status***
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