This position is responsible for communication and coordination between customers, operations and sales, with a focus on improving the customer experience, renewing annual food service agreements, and preserving Upper Crust Food Service reputation as the leader in the Greek House food service industry.

Duties/Responsibilities:

Own and drive the Customer Experience process to preserve and enhance customer contracts, relationships, and experience
Offer feedback and suggestions on how to enhance the Customer Experience
Actively engage with key customer decision-makers to identify customer needs and uncover roadblocks to ensure commitments to customer satisfaction are met (Phone, Zoom, Email, text)
Coordinate with other departments, including Sales, Operations, HR and Finance to solve customer concerns.
Maintain and report an accurate forecast of renewals within the assigned territory
Negotiate and execute renewal contracts that align with customers needs and UCFS financial requirements
Identify upsell opportunities to maximize customer growth
Work with sales and operations staff to retain at-risk customers
Analyze agreements and calculate new billing rates for number or service changes
Assist where needed in the coordination of Special Events, Pre Semester Service and Summer Camps
Retain and renew annual client contracts, while meeting account retention goals
Attend trade shows, conventions and conferences when necessary.

Competencies

Communicate proactively, clearly, effectively and professionally, both written and verbal.
Build lasting relationships and deliver exceptional customer service
Detail-oriented with the ability to multitask and stay focused in a fast-paced work environment
Recognize and escalate urgent issues to the appropriate UCFS department.
Multitask while maintaining sharp attention to detail
Improve business practices through process and procedure
Work productively in a remote office setting with minimal oversight on day-to-day operations.
Solve problems by thinking critically and utilizing UCFS resources to make the best business decisions possible.

Required Skills/Abilities:

Strong analytical and problem solving skills
Excellent organizational skills and attention to detail
Database management using Customer Relationship Management (CRM) software
Excellent interpersonal skills
Email, Microsoft Suite, Google Workplace, Zoom, Excel, Calendar
Database management

Preferred education and experience

College level mathematics and algebra preferred
2 years work experience as an Account Manager or in a Customer Service Role.
2 years of outside sales experience is preferred
Food Service experience is a plus in understanding client needs
Associate’s Degree, with a bachelor’s degree preferred

Special demands

This position may require phone calls, emails, text messages to the customer and/or UCFS employees during weekends and evenings
Occasional Planned Travel (15-25%) is required for customer service touch points and trade show attendance.
Speedy, reliable home internet is required

This is a remote position, working full-time, year round.

Upper Crust Food Service provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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.

Client Success Partner