C&S Wholesale Grocers, Inc. Customer Experience Manager - ES3 in Keene, New Hampshire
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.
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
- Office: Office Temperature (65F to 75F)
Specialized Knowledge: Strong retail operations background required, with in-depth knowledge of supply chain strongly preferred
Special Skills: Strong communication skills; Strong analytical and business acumen; Strong project management skills; Strong technical computer skills
Other: Supervisory experience required
Years Of Experience
- 5-7: years of relevant work experience
As a local employer of choice in the community, C&S is proud to offer our employees a competitive benefit package that includes:
• 401(K) Savings Plan
• Paid Personal/Sick and Vacation Time in the first year for all hourly non-union employees
• Flexible scheduling opportunities
• Eligible for Day 1 Benefits
• Holiday Pay
• Tuition Reimbursement
• Weekly Pay
• Joining Bonus that are applicable
Bachelor's Degree - Art, Bachelor's Degree - Business
1st Shift (United States of America)
About Our Company
ES3 is an experienced team of third-party logistics experts, saving Consumer Packaged Goods manufacturers significant time and money every day. A pioneer of the collaborative distribution model, ES3 provides solutions across all channels, optimizing its supply network to expedite replenishment. ES3 does this by combining warehousing, mixing, and distribution services under one roof in a multi-manufacturer, collaborative model optimized by advanced technology.
Working Safely is a Condition for Employment with ES3, LLC. ES3, LLC 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.
Company: ES3, LLC
Job Area: Integration
Job Family: Sales
Job Type: Regular
Job Code: JC0401