Job Abstract

The Customer Experience Manager owns the business side of the relationship with Tier 2 and 3 customers in the region. The position builds working relationships with& customer's senior operational management to achieve high levels of customer satisfaction in relation to& the company's operations and the development of/adherence to standard operating procedures.& The role reports to Sr. Manager, Customer Experience.& Contributes to cross-functional teams in the delivery of projects and programs in... more details

The Customer Experience Manager owns the business side of the relationship with Tier 2 and 3 customers in the region. The position builds working relationships with customer's senior operational management to achieve high levels of customer satisfaction in relation to the company's operations and the development of/adherence to standard operating procedures. The role reports to Sr. Manager, Customer Experience. Contributes to cross-functional teams in the delivery of projects and programs in support of customer's business objectives; develops cost efficiencies; and brings key players together to solve problems and eliminate roadblocks. Works collaboratively with cross-functional Customer Experience (CXT) members to identify root causes of operational issues and garners the alignment and resources to solve chronic issues.

Description

• Monitor and manage contract renewals and pipeline for Tier 2 and 3 customers.
• Facilitate communications as appropriate to all stakeholders; effectively communicate with customers to resolve service issues and to evaluate their requests; prepare and present customer presentations to review project scope and progress.
• Monitor and support operational KPI improvement across assigned customers.
• Recommend and implement cost improvement opportunities.
• Monitor quarterly and annual contracted volume thresholds and conduct regular performance reviews to maintain compliance.
• Influence customer decision-making on key improvement initiatives.
• Manage, with the CSS, new business start-ups after handover from the New Business Development group.
• Coordinate operational planning around key customer events such as holiday planning, grand openings, anniversary sales, major in-store events.
• Communicate and manage changes in Company operational policies and procedures.
• Manage Business continuity events.
• Travel Required: Yes

Environment

• Office: Office Temperature (65F to 75F)

We offer:

• Weekly Pay

• Benefits available from day 1 (medical, dental, vision)

• Company matched 401k

• PTO and Holiday Pay offered

• Career Progression Opportunities

• Tuition Reimbursement

• Employee Health & Wellness program

• Employee Discounts / Purchasing programs

• Employee Assistance Program

Skills

• Strong retail operations background required, with in-depth knowledge of supply chain strongly preferred
• Strong communication skills; Strong analytical and business acumen; Strong project management skills; Strong technical computer skills

Years Of Experience

• 5-7: years of relevant work experience

Every person matters.

We keep our values alive through a culture that embraces differences and ensures that every person matters.

C&S and their Family of Companies are proud to be an Equal Opportunity and Affirmative Action employer, and consider qualified applicants without regard to race, color, creed, religion, ancestry, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factor under federal, state or local law.

The Fine Print

This Job advertisement does not constitute a promise or guarantee of employment. This job advertisement describes the general nature and level of this position only. Essential functions and responsibilities may change as business needs require. This position may be with any affiliate of C&S Wholesale Grocers.

Bachelor's Degree - Art, Bachelor's Degree - Business

1st Shift (United States of America)

C&S Wholesale Grocers, LLC

C&S Wholesale Grocers, LLC is an industry leader in supply chain solutions and wholesale grocery supply in the United States. Founded in 1918 as a supplier to independent grocery stores, C&S now services customers of all sizes, supplying more than 7,500 independent supermarkets, chain stores, military bases and institutions with over 100,000 different products. C&S also proudly operates and supports corporate grocery stores and services independent franchisees under a chain-style model throughout the Midwest, South and Northeast. We are an engaged corporate citizen, supporting causes that positively impact our communities.

Working Safely is a Condition of Employment at C&S Wholesale Grocers, LLC. C&S Wholesale Grocers is proud to be an Equal Opportunity and Affirmative Action employer, and considers qualified applicants without regard to race, color, creed, religion, ancestry, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factor under federal, state or local law.