Why Work for KeHE?
- Full-time
- Pay Range: $101,885.00/Yr. - $135,000.00/Yr.
- Shift Days: , Shift Time:
- Benefits on Day 1
- Health/Rx
- Dental
- Vision
- Flexible and health spending accounts (FSA/HSA)
- Supplemental life insurance
- 401(k)
- Paid time off
- Paid sick time
- Short term & long term disability coverage (STD/LTD)
- Employee stock ownership (ESOP)
- Holiday pay for company designated holidays
Overview
Good people, working with good people, for our common good.
Sound good?
KeHE-a natural, organic, specialty and fresh food distributor-is all about "good" and is growing, so there's never been a more exciting time to join our team. If you're enthusiastic about working in an environment with a people-first culture and an organization committed to good living, good food and good service, we'd love to talk to you!
Primary Responsibilities
The Customer Support Director is strategic, experienced and will lead our multi-site customer support operations. This role will be pivotal in defining and executing the strategy to elevate customer satisfaction, streamline processes, and foster talent and culture development within the customer support team. This individual will oversee the entire customer-facing value stream, ensuring that teams meet daily operational goals and exceed key performance indicators (KPIs). Additionally, this role brings extensive managerial experience, a deep understanding of support processes, and proven ability to scale and optimize team performance. This position is critical in shaping our customer experience and driving overall company success. As with all positions at KeHE Distributors, we expect that all actions will be consistent with KeHE's Mission, Vision, and Values.
**This position will be remote until September 2025. In September 2025, team will be transitioning to onsite (3x a week) in Elkton/St. Augustine, Florida**
Essential Functions
DUTIES, TASKS AND RESPONSIBILITIES:
- Ensures team provides an excellent customer service experience for external and internal partners.
- Select, develop, motivate, and retain top talent to ensure attainment of customer support goals and customer satisfaction.
- Provide courageous leadership to the Customer Support team.
- Assures the Customer Support team has appropriate training and resources/tools to meet customer needs.
- Manage departmental budget and deliver upon service level requirements.
- Develop ROI analysis on customer support improvement initiatives.
- Monitor and communicate key performance metrics.
- Partner with HR to plan, prepare and maintain staffing levels to meet customer needs and workload.
- Develop and implement on-going quality and process improvement programs to optimize service levels.
- Monitor calls and provide performance feedback and coaching to each team member on an ongoing basis.
- Lead business development activities in assigned channels and ensures activities are cost effective, efficient and within established budget expectations.
- Drive continuous improvement projects through change management across the business; design support workflows according to KeHE's strategic goals and aims at customer excellence and world-class partner experience.
- Collaborate with and partners with Sales, Operations, Transportation, and other functional departments to address customer inquiries and requests.
- Establishes and maintains effective communications and partnership with other relevant departments and KeHE teams.
- Respond to sales requests in a professional, timely manner escalating those beyond individual accountability.
- Maintains safeguards to ensure the confidentiality of KeHE information and customer data.
Other duties and projects as assigned.
Minimum Requirements, Qualifications, Additional Skills, Aptitude
SKILLS, KNOWLEDGE AND ABILITIES:
- Proficient with Microsoft Office; including Excel, PowerPoint, and Word.
- Ability to multi-task and meet deadlines within a fast paced, changing environment.
- Ability to clearly articulate direction and inspire the team to work towards common goals.
- Results-oriented, self-motivated individuals who can work in a team environment, as well as make independent decisions.
- Strong communication and people skills with the ability to communicate and influence across functions and at all levels.
- Ability to calmly and effectively diffuse difficult situations via telephone and email.
- Ability to diagnose challenges and develop and execute plans that advance towards a desired state.
- Possesses a competitive spirit that is not easily discouraged; does not give up easily and finds effective ways to overcome obstacles and navigate inter-departmental dynamics.
- Possesses the drive and desire for significance through service to others.
- Strong organizational, leadership, and time management skills.
EDUCATION AND EXPERIENCE:
- Bachelor's degree in business, Marketing, Finance, or related field.
- 10+ years of experience in sales support role with a minimum of 5+ years of management experience.
- Experience designing, implementing, and leading process improvement and changing initiatives.
PHYSICAL REQUIREMENTS:
- These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the job.
Requisition ID
2024-24991
Equal Employer Opportunity Statement
KeHE Distributors provides equal employment opportunities to all employees and applicants for employment and prohibits all forms of discrimination and harassment on the basis of race, color, religion or faith, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training as well as the administration of all Human Resources and Talent Acquisition processes.