Director, Client Services

SALARY CLASS: Salary, Exempt

LOCATION: U.S. Territory (Remote)

REPORTS TO: President

Objective/Summary:

Lead and manage core client service department initiatives and client service team to ensure College Fresh partners receive outstanding customer service/responsiveness and the organization achieves client retention and growth targets.

Essential Functions:

Identify and resolve highly sensitive, challenging and demanding client concerns as necessary through email correspondence, phone calls and/or in person meetings (i.e. high priority National Accounts).

Develop, implement, and participate in College Fresh strategic sales efforts, meetings with potential clients, sample dinners, corporate events, presentations, and national conferences.

Collaborate with President, client service team, and managers to oversee the annual contract process, facilitate negotiations and communications with existing and potential clients.

Coach, train, and lead client service team to ensure they perform competently in their roles and achieve department goals consistent with College Fresh standards and core values.

Make recommendations to President for development and implementation of standard operating procedures and improvements as they relate to client service department and client satisfaction.

In collaboration with the Manager, Human Resources, identify and develop corrective plans and resolve performance and/or partner complaints as they relate to client services and communications.

Other Functions:

Participates in biweekly Corporate Leadership Team meetings and other annual team retreats/meetings/workshops as requested.

Qualifications

Competencies:

Client Focus

Interpersonal/Relationship Management

Collaboration

Time Management

Computer/Technical Competency

Communication

Confidentiality

Leadership

Supervisory Responsibility:

This position is responsible for the supervision of the Client Support Specialists, Contract Administrator and Marketing Manager.

Position Type/Expected Hours of Work:

This is a full-time position. This position works primarily daytime hours, Monday through Friday; however, some evenings and weekends are required.

Work Environment:

This position is based at the Corporate or Home Office (remote) and functions in a fast-paced, highly collaborative and customer-service focused environment.

This job may also, on occasion, operate in a kitchen environment, housed with equipment such as ovens, stoves, dishwashers, slicers, coffee machines, steamers, mixers, and chef’s knives. The employee is frequently exposed to heat, steam, fire, and noise.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

The position requires the ability to follow written and oral instructions and procedures.

Travel:

This position requires frequent travel across the continental U.S incorporating overnight stays with little advanced notice and for extended periods of time. 50-75% travel.

Required Education and Experience:

Bachelor’s degree in business, Sales, Marketing or the equivalent thereof.

Minimum of 5 years of relevant experience to demonstrate extensive knowledge of Greek life, professional communication, problem resolution, organization, and student leadership, etc.

10 years customer service experience, with particular attention to both professional and courteous verbal and written communications.

Minimum of 5 years in a leadership role to demonstrate initiative, independence, and critical thinking with the ability to use sound, ethical judgment in decision making.

Proficient and comfortable with electronic communication and use of cloud-based services such as Dropbox, CRM, Expensify, google forms etc., etc .

Additional Eligibility Requirements:

Must have and maintain a valid driver’s license and satisfactory driving record.

Ability to maintain strict confidentiality of information without breach for both personnel and corporate matters.

Must adhere to policies and procedures set forth in College Fresh employee handbook.

Other duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.