Customer Experience Specialist - CHEF'STORE (Hybrid: Onsite and Remote)
Company: US Foods
Location: West Linn
Posted on: October 18, 2024
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Job Description:
ARE YOU A CURRENT US FOODS EMPLOYEE? PLEASE APPLY DIRECTLY
THROUGH OUR INTERNAL WORKDAY CAREER SITEJoin Our Community of Food
People!A customer experience specialist is responsible for keeping
track of customer journeys, interacting with customers across
channels and platforms, and coordinating with all internal
stakeholders such as product design or development, sales,
marketing, account management and so on, in order to keep
fine-tuning the customer's experience.Provides key point of contact
for external and internal customers, including marketing support
for store operations to execute marketing objectives and
initiatives. Overall focus will be to ensure internal and external
customers have a consistent experience across all forms of
communication and contact with CHEF'STORE.Leads projects supporting
marketing communications and events. Key focuses on project
management for large meeting, events, develop and manage the
communication including media, press releases, written
communications, marketing materials; including the development of
marketing materials, store flyers, in-store signage, and other
needed collateral and sales calls.New Ways of Work : This position
has been segmented as hybrid meaning the work is a combination of 3
days onsite In Rosemont, IL or West Lin Or (Tuesday, Wednesday, and
Thursday) and 2 days remotely (Monday, and Friday) as defined by
the role segmentation.RESPONSIBILITIES:--- Works with outside
partners, contractors and agencies to complete necessary tasks and
job duties including supplies and maintenance items.--- Organize
all vendor shows in conjunction with merchandising department.---
Communication of promotional campaigns--- Liaise with internal
teams such as marketing, sales, product development, account
management, billing, finance, UX etc. to ensure that gaps in the
customer experience- irrespective of where they occur in the
journey - are plugged--- Collect, track and analyze customer
feedback and suggest improvements internally based on the insights
gathered - help measure metrics such as NPS to gauge how the brand
is performing on CX performance parameters--- Updates job knowledge
by participating in educational opportunities.--- Works with and
coordinates activities with third party agencies (social, website,
new store, graphics design teams to ensure consistency.--- Raising
red flags wherever the business process - billing, installation or
anything pre or post sales - needs correction to ensure the
customer has a seamless experience with the company--- Create style
guides and brand voice outlines for all public relations,
marketing, advertising and other vital departments--- Regular
communication with internal stakeholders such as customer service
executives and other customer-facing teams to identify gaps and
opportunities, if any in the brand experience--- Work with the
technology teams to ensure a seamless brand and buying experience
with the technology- be it the brand website or a self-service
app--- Remaining under budget with all costs associated with each
work streamIdentifying ideal customer profiles and mapping customer
journeys to identify the gaps in customer experience across all
touchpoints, for all kinds of customer interactions, transactions
and engagements - from purchase to product return to customer
support.--- Define and implement standards/procedures for ensuring
the optimal customer experience--- Prepares for customer inquiries
by studying products, services, and customer service processes.---
Ensuring the CX strategies are aligned to the larger marketing and
business goals and outcomes--- Accomplishes customer service and
organization mission by completing related results as needed.---
Proofs and validates all marketing materials, including hot sheets,
for accuracy.--- organize all meetings, seminars, and other events
related to training and development--- Responds to customer
inquiries by understanding inquiries, reviewing previous queries
and responses, gathering and researching information, assembling
and forwarding information, verifying customer's understanding of
information and answer.--- Records customer inquiries by
documenting inquiries and responses in customers' accounts.---
Manage and update customer CCPA compliance tracking--- Works to
coordinate and align event planning of critical meetings, training
sessions, etc.--- Establishing and maintaining relationships with
vendors and venues--- Work with and guide internal/external
partners such as print production, traffic, and creative
development and marketing programs. This includes assuring the
project meets strategy as outlined in the creative
briefSUPERVISIONThird party vendors/partners including graphic
designersB&B Print Source contacts and relationshipOutside
meeting event partners (travel agency, hotels, etc.)Combined
efforts with US Foods teamsRELATIONSHIPSInternal: The incumbent is
required to interact with all employees at all levels of
responsibility throughout the company.External: The incumbent is
required to interact with customers and other service
providers.QUALIFICATIONSEducation/Training: Four-year college
degree in marketing, communications or related field or equivalent
experience preferred but not required if applicable work
experience.Related Experience: Minimum 1-2 years of experience in
customer service and 2-3 years of marketing experience are
required.Knowledge/Skills/Abilities:--- Product knowledge---
Informing others--- Data entry skills--- Organization--- Analyzing
information--- Verbal communication--- Reporting skills--- Managing
processes--- Customer focus--- General consulting skills---
Multi-tasking--- Strong attention to details and proof-reading---
Excellent analytical and project management skills--- Ability to
operate under pressure and tight deadlines--- Excellent
prioritization and time management skills--- Sound understanding of
marketing principles.--- Ability to build and maintain excellent
working partnerships and interface with various internal and
external resources to attain organizational goals.--- Ability to
make sound, independent decisions.--- Proficient communication
skills.--- Able to work with various content management and online
marketing systems. Self-directed and highly motivated.---
Proficiency required in the use of Microsoft Office, especially
Word, Excel, and PowerPoint, Microsoft Outlook, proficiency in
Social Media monitoring applications, and advanced internet
aptitude strongly desired.--- Knowledge of outside software
including Salesforce Marketing Cloud, Salesforce Sales Cloud,
Pardot and Service Cloud, Google analytics, Chatmeter, GMB (Google
my business).Universal pay verbiage :Compensation depends on
relevant experience and/or education, specific skills, function,
geographic location, and other factors as applicable by law. The
expected pay rate for this role is between $45,000K -
70,000KBenefits 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. To review available benefits, please click here:
https://www.usfoods.com/careers/benefits.html .***EOE
Race/Color/Religion/Sex/Sexual Orientation/Gender Identity/National
Origin/Protected Veteran/Disability Status***
Keywords: US Foods, Gresham , Customer Experience Specialist - CHEF'STORE (Hybrid: Onsite and Remote), Accounting, Auditing , West Linn, Oregon
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