Chairmans Foods specializes in producing a wide range of high quality, consistent customer solutions - main courses, side dishes, queso, ready-to-eat protein salads custom solutions for foodservice operators and retail stores. Chairmans has succeeded over the years with open communication, integrity, and with a deep commitment to southern hospitality.
Driven by our mission, vision and values, employee and food safety are always our top priority. www.chairmansfoods.com
Director of Customer Experience
Nashville, TN - Corporate office-based role
Job Summary
Overseeing and guiding the Customer Logistics team, the Director of Customer Experience & Logistics will work cross-functionally to implement service strategies which foster an exceptional, sustainable, and cohesive positive experience for Chairmans Foods customers. The ideal candidate is a strategic-thinker, an effective communicator, results focused and is both team and customer-centric.
Job Responsibilities:
Lead the Customer Logistics Team that manage daily inbound and outbound transportation operations across our multiple manufacturing locations and warehouse network.
Manage the process for transportation of product, leveraging data-driven insights to optimize route planning, service levels, and overall efficiency and effectiveness.
Address both customer and business partner escalations in a timely and relationship building manner.
Establish customer-centric initiatives and influence positive change within the organization.
Provide leadership and operational support, enhancing coordination and execution of solutions to support business operations and customers.
Collaborate with both internal cross-functional teams as well as external partners to define and align efforts, and responsibilities, that best support customer experience.
Identify customer touchpoints across all departments and influence positive customer interactions (from pre-order, through fulfillment, delivery and ongoing support)
Establish rapport and maintain strong relationships with team, customers, brokers, vendors, and internal stakeholders.
Develop and implement strategies (including KPIs) to achieve corporate goals focused on improving customer satisfaction.
Develop tools and metrics to collect, analyze and measure customer feedback to identify and mitigate customer pain points.
Recommend and implement process improvement solutions that address both short-term and long-term customer experience.
Job Requirements:
A bachelor's degree in business administration, management, communications or a related field
10-15 years applicable management experience in customer service/customer experience
Customer oriented; adaptable and results driven
Excellent communication skills both verbal and written
Active listener
Proactive, critical thinker
Familiarity with project management principles and practices
Certification in customer experience management, such as Certified Customer Experience Professional (CCXP) a plus
Microsoft Suite proficiency; BI Analytics and reporting a plus.
Chairmans Foods is an EEO employer and conducts background checks and drug testing as part of the hiring process.