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.
