Sales Support

2 weeks ago

Mississauga, Ontario, Canada Imperial Dade Full time
Imperial Dade is the leading distributor of foodservice packaging, facilities maintenance supplies and equipment in the U.S and Canada.

As a provider of customized supply chain solutions, the company serves customers in many business-to-business market segments including supermarkets, healthcare facilities, universities, and restaurants.

Founded in 1935 and headquartered in New Jersey, Imperial Dade serves more than 80,000 customers through a footprint of 80+ branches.


Responsibilities:

  • Lead and manage a team of Sales Support Specialists (SSSs). Duties include but are not limited to managing product codes, processing defective goods claims, maintaining customer specific inventory reports, supporting customer special programs, and processing and sourcing new and existing items.
  • Responsible for growth & development of SSS I, II's, III's, Sourcing & Parts Coordinators.
  • Lead, manage, develop talent, and build an effective team of 815+ direct reports.
  • Ensure compliance with SOPs, set standards of courtesy and professionalism.
  • Guide and direct, coach and mentor, activities of SSS's to ensure their interactions with customers reflect positively on the company; drive CX vision & purpose.
  • Written performance appraisals including discipline up to termination.
  • Responsible for implementation of departmental and individual performance goals
  • Ensures team members are working to achieve these goals.
  • Monitor daily activities of direct reports to ensure compliance with set service levels.
  • Resolve escalated issues and complex requests from internal and external customers
  • I.e. pricing, credit, inventory concerns, defective goods, & shipping discrepancies.
  • Liaise with internal teams such as sales, operations, and inventory management to analyze customer feedback, resolve issues, and develop areas for improvement.
  • Adjust the company's CX organizational structure to give more focus to the customer experience; monitor productivity (i.e. aged status K inventory, W status items, CIP, Branch Claims, Sourcing, DSO, and Backorders) and align the business needs accordingly.
  • Provide quick responses to customer inquiries as a prompt resolution of customer issues.
  • Oversee hiring and training of the Sales Support Team to ensure an effective workforce.
  • Define and implement standards/procedures to ensure an optimal customer experience.
  • Connect with customers to gather information on customer opinion of rendered services.
  • Collect, analyze, and interpret customer interactions data to identify requirements and information useful in optimizing the customer experience.
  • Identify, monitor and resolve problematic customer issues including service failures.
  • Solve a range of complex and overall challenging problems; analyzes possible solutions using standard operating procedures.
  • Work with internal teams to onboard new customer accounts.
  • Participate and present in segment update meetings with internal teams i.e. Sales.
  • Attend training workshops and conferences to improve on existing job knowledge.
  • Work with CXCM & Director to align SSTM decisions to meet departmental budget.
  • Assume responsibilities for special project work or additional responsibilities as assigned.

Qualifications:

  • Exceptional customer experience skills (friendly, courteous, proactive and helpful).
  • Exceptional communication skills (active listening, verbal and written).
  • High level of detail & quality of work output; exceptional decision quality.
  • Works well under pressure, proven ability to excel in a fastpaced environment.
  • Proven ability to recognize, analyze and resolve issues/service failures independently.
  • Proven ability to prioritize and consistently achieve goals as set out by management.
  • Strong time management and organizational skills speed, flexibility and agility.
  • Demonstrates a collaborative approach working with others; will live the Imperial Dade values.
  • Implement Imperial Dade services, processes and procedures
  • Demonstrated ability to develop training, coaching and peer to peer mentoring skills.
  • Demonstrates a willingness to learn and adheres to Imperial Dade Canada core values.
  • Ability to diffuse sensitive situations and address complaints with tact and diplomacy.
  • Demonstrates leadership qualities such as: managing conflict, coaching, counseling, critical thinking, ensures accountability, and negotiation skills.
  • Ability to identify and escalate issues to management team or other related departments.
  • Proven ability to lead others, work independently and 'manage in the gray' while respecting established SOP's.
  • Contribute to providing a safe work environment.

Required Experience/Education:

  • Bachelor's degree or equivalent relevant experience preferred
  • 5+ years in management, supervisory or team lead role preferred.
  • Prior experience leading and managing a large (10+ employees) team preferred.
  • Prior experience (5+ years) in the field of customer experience/ser

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