Customer Solutions Coordinator
US Foods Inc. - Lowell, Manchester, MA
Identify and track at-risk customers, serving as key contact point throughout the Save Our Sales (SOS) process aimed at retaining our at-risk customers. Analyze reasons for SOS as it pertains to the customer and identify issues that require leadership action. Record communication from Territory Managers, District Sales Managers and drivers and distribute information to division stakeholders required to assist the customer, distributing weekly report to DSMs and appropriate leadership. Ensure that follow-up actions are completed and the customer’s concerns have been resolved to their satisfaction.
Notify sales, credit, merchandising, ops and transportation of customer on-boarding. Coordinate welcome packets and letters to the new customer and monitor the 30-60-90 day follow up process.
Set-up and maintain Salesforce.com user access for sales associates and maintain an active directory.
Monitor Proof of Delivery (POD) notifications and coordinate sales follow-up responses, providing drivers with feedback on their notifications.
Coordinate Customer Business Reviews (CBRs) with current customers, producing CBR materials from existing templates, tracking completion of reviews and providing detailed analysis on the impact to sales. Monitor follow-up from business reviews, including; tracking post review activities and action items and communicating to relevant sales stakeholders to ensure successful follow-up and resolution. The coordinator will also work closely with the division trainer to schedule and facilitate training on the business review process.
Create and distribute Quarterly TM Productivity and Period Post TM Productivity Review Reports to Sales Management and HR.
Administer the set-up and tracking of all TM Runzheimer devices.
Coordinate with Win@ Deployment Lead to track Win@ learning module participation within the Learning Management System (LMS), setting up e-learning assignments and reporting on completion progress to Market Sales Leadership.
Coordinate Points of Focus (POF) annual enrollment and provide support including; ensuring completion of program enrollment steps, distribution of information, answering participant questions (about POF program, terms, conditions, NSNDAs etc), identifying and troubleshooting any POF earning issues, communicating updates or enhancements, managing RSM/DSM hierarchy for POF credit on RSMs, and providing thorough analysis and reports to sales management.
Work closely with Sales Analyst to support data entry of customer rebates and incentives within the Customer and Supplier Incentive System (CASIS).
***EOE Race/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Protected Veteran/Disability Status***
Education/Training: High School diploma or equivalent required. Bachelors degree preferred.
Related Experience/Requirements: Applied experience in the collection and analysis of data, as well as formulating plans and activities based on that analysis, preferably in a sales environment.
Knowledge/Skills/Abilities:
- Must be able to effectively multi-task and prioritize assignments in an organized manner, effectively completing assignments in a fast-paced environment, within a timely manner.
- Excellent organizational skills required.
- Must possess sound written and oral communication skills. The successful candidate will possess a communication style that is highly engaged, proactive, customer-service focused and able to adapt to the needs of multiple stakeholders.
- Working knowledge of Microsoft Word, Outlook and Excel required.
- Working knowledge of Oracle Discoverer or similar business intelligence database tool preferred.
- Must be able to establish and maintain a broad knowledge of the US Foods business and the operational essentials that impact our results.
Posted: 30+ days ago
