Experienced Customer Contact Representative Lead – Hybrid Onsite & Remote

Join our community of food people at blithequark, where we're passionate about delivering exceptional customer experiences and building long-lasting relationships with our customers and partners. As a Customer Contact Representative Lead, you'll play a vital role in supporting our customers and sellers, providing timely resolutions to their requests, and ensuring they receive the highest level of service possible.

About blithequark

At blithequark, we're a leading food distributor dedicated to providing our customers with the freshest ingredients, innovative solutions, and exceptional service. Our team is passionate about building strong relationships with our customers, partners, and employees, and we're committed to creating a positive and inclusive work environment that fosters growth, learning, and collaboration.

Job Summary

As a Customer Contact Representative Lead, you'll serve as a subject matter expert, providing guidance and support to our customer contact representatives, and working closely with our Customer Contact Manager to identify coaching and improvement opportunities for the team. You'll be responsible for mentoring, advising, and leading team members, providing real-time feedback, and serving as a resource for immediate needs and questions related to our company's processes, products, policies, and procedures.

Key Responsibilities

* Mentor, advise, and lead team members in their journey to best support the team's activities and goals

• Serve as a subject matter expert to motivate the team's success by responding to immediate needs and questions related to the company's process, products, policies, and procedures
• Take escalations from your team and support other internal department resources when needed
• Review and present daily metric and communication updates and daily huddle announcements
• Provide thorough customer and order solution options to customers and contact representatives, and serve immediate needs to support customers' challenges and concerns
• Work closely with the Customer Contact Manager to support the coaching process, quality performance review, meeting, and metric data support
• Participate in cross-company projects to improve and optimize the customer's experience
• Conduct analysis to produce customer-specific reports or activities as contractually required
• Assist sellers with preparation of customer business analysis, product research, and recommendation for profitability, and other internal reporting as requested to support the management of the customer or service level agreement
• Approve service recovery requests as back-up support to Manager and provide guidance to peers
• Promote a positive and friendly environment supporting good morale and cooperation
• Help identify trending issues among customers, team members, products, and services from interactions with customers
• Provide other business support to Sellers as requested

Supervision

This role does not have direct supervision responsibilities.

Relationships

Internal: Sales, Operations, Merchandising, Shared Business Services External: blithequark Customers and vendors

Qualifications

* Education/Training: High School diploma or equivalent required, and a minimum of 5 years of customer service or support experience

• Related Experience: At least 5 years of previous sales support or customer service experience maintaining customer relations, with a proven track record of supporting customers and team members with exceptional service and leadership
• Foodservice/distribution experience preferred
• Experience working virtually (i.e., from home)

Knowledge/Skills/Abilities

* Professional leadership skills; someone who leads by example

• Excellent written and verbal communication skills
• Able to take direction and quickly learn new procedures, processes, product information
• Open to feedback, believing in a culture of continuous improvement working toward individual and department goals
• Comfortable navigating technology, phone systems, and tools
• Strong attention to detail, multi-tasking, and time-management skills
• Detail-oriented with strong critical thinking ability to quickly define problems and reach valid conclusions
• Exceptional ability to collaborate with customers, vendors, and internal partners
• Customer service orientation and ability to adapt and respond to different personalities
• Advanced knowledge of Microsoft applications, Salesforce.com experience

Work Environment and Culture

As a hybrid onsite and remote role, you'll have the flexibility to work from home and collaborate with our team in our regional locations. Our work environment is fast-paced, dynamic, and focused on delivering exceptional customer experiences. We're committed to creating a positive and inclusive work environment that fosters growth, learning, and collaboration.

Compensation and Benefits

The typical pay for this role is around $23.00 - $27.00 per hour, depending on location and experience. Schedule is Monday - Friday. Benefits for this role 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.

How to Apply

If you're passionate about delivering exceptional customer experiences and building long-lasting relationships with our customers and partners, we encourage you to apply for this exciting opportunity. Please click on the link below to submit your application. Apply Job!

Equal Employment Opportunity

blithequark is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a positive and inclusive work environment that fosters growth, learning, and collaboration.

Note

Compensation depends on experience, geographic locations, and other factors permitted by law. In California, the expected compensation for this role is between $25.00 and $28.00 per hour. In Washington, the expected compensation for this role is between $25.00 and $28.00 per hour. This role is also eligible for overtime compensation. Apply for this job