Customer Experience Specialist - CHEF'STORE (Hybrid: Onsite and Remote)
Company: US Foods
Location: West Linn
Posted on: October 23, 2024
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Job Description:
ARE YOU A CURRENT US FOODS EMPLOYEE? PLEASE APPLY DIRECTLY
THROUGH OUR INTERNAL WORKDAY CAREER SITE Join 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 brief
SUPERVISIONThird 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 -
70,000K
Benefits 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), Hospitality & Tourism , West Linn, Oregon
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