Customer Operations Lead I (100% Remote)

US Foods•Arlington, TX

2d•$24 - $34•Remote

About The Position

This position has been segmented "Remote Anywhere" meaning the work is completed 100% remote anywhere in the U.S. except Hawaii or United States Territories. The Customer Operations Lead provides technical, training, audit, and leadership support for all customer concepts within Customer Operations. Customer Operations provides contract consistency, maintenance of customer master database, adheres to compliance standards, and delivers exceptional customer experience with an important level of precision and accuracy. BECOME A US FOODS® ASSOCIATE! Ready to build a career with a company that’s leading the foodservice industry? We help YOU make it! Schedule Mon - Fri 8 hour day with start time flexible between 6 am - 8 am AZ time US Foods is one of the largest food distributors with a culture and history of promoting from within, excellent training programs and a continuous improvement focus.

Requirements

Bachelor’s degree or equivalent experience required
2 years’ experience in related Customer Operation workstream (i.e., Pricing, Net Off Invoice (NOI)) with a solid understanding of US Foods pricing rules and processes required.
2 years’ experience training, coaching and/or mentoring other associates on complex concepts, best practices and/or contract administration processes required.
4 years’ experience utilizing MS Office including Outlook (experience in a shared or collaborative inbox environment preferred) and strong Excel skills for data manipulation (ability to utilize filters on large data sets, and create pivot tables, VLOOKUP, SUM, SUBTOTAL, COUNT, IF, CONCATENATE, TEXT required)
Experience with two or more of the following: PeopleSoft/ CASIS/ PRISM/ PRIME/ MDM/ Tandem/ Discoverer/ Invoice Search Retrieval required.
Experience in process improvement and identification of waste required.
Demonstrate highly effective verbal and written communication skills with the ability to adapt communication style to suit different audiences at various levels of the organization required.
Ability to lead change and align multiple teams and to influence various levels of the organization without direct authority. Proficiency in conference calls, presentations, webinars, slides, etc.
Firm understanding of continuous improvement principles and the identification of waste in processes.
Ability to adapt training style to the individual needs of the associate.
Ability to independently lead multiple projects from strategy to implementation.
Ability to manage and prioritize work delegation to meet critical deadlines for workstreams, and work calmly under pressure.
The ability to work extended or outside of standard business hours, including holidays, to support business needs or requirements and sometimes with short notice, may be required.

Nice To Haves

Experience creating and/or utilizing macros is preferred.
Experience with loading extremely detailed entries into a database system is preferred.

Responsibilities

Act as Subject Matter Expert (SME) and provide technical assistance for processes and escalations related to department tasks and assignments.
Train, coach, mentor, provide guidance and lead team members to best support the team’s activities and goals.
Delegate work and reallocate resources appropriately to ensure daily SLOs are met, which may include assuming responsibilities and providing backup support to Coordinators and Specialist roles as needed.
May assist with the management and maintenance of the daily huddle board; Create and maintain Outlook and system driven rules, folders, categorization as needed.
Perform audits for completeness and other activities as needed.
Management of collected reporting from various systems (Including, but not limited to, Tableau, Prime, MS Access, Power App). Prepare, analyze, identify trends and delegate for processing, review and/or training.
Monitor, maintain and analyze large data sets within department applications i.e., Excel and Access.
Identify vendors for integration into PACE system and review system requirements needed for conversion as needed.
Act as primary point of contact for New Market Transition/Acquisition/Market transfers, including but not limited to coordinate and assign the tasks based on the complexity and available resources; audit all aspects of acquisition work; communicate and follow up with acquisition team, markets, and driving project tasks and timelines.
Provide secondary review for Credit & Rebills for credit thresholds. Complete analysis of issues, summarize root cause of issues, ensure vendor billbacks are captured, and recommend business process improvements to department leadership.
Act as department liaison to other departments within SBS and US Foods, and external vendors and customers, as needed.
Align with department trainer/instructional designer to document best practices and standardize operating procedures and responsible for maintaining department documents such as, SOPs (Standard Operating Procedures), CAMs (Customer Account Management System), terms list etc.
Champion and partner on escalations and special projects, while delivering support efforts and service level agreements to ensure department key performance indicators are met.
May include other ad hoc projects, analysis, and/or duties at various complexities as assigned by management.