Retail Support Specialist (remote) at US Foods

Rosemont, Illinois, United States

Apply Now

Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Foodservice, RetailIndustries

Requirements

2 years of experience developing and implementing processes that deliver exceptional customer support experiences in an information technology retail focused end-user support operation
2 years of experience leading end-user technical support teams to develop & practice processes that ensure service excellence in delivering hardware/software support
2 years of experience developing and documenting standard operating procedures for internal technical support teams
30-40% travel required
Bachelor's degree in computer science, business administration, information systems or related, or equivalent work or internship experience

Responsibilities

Deliver framework for three tier technical support to retail store associates and other corporate system end user community
Establish and create best practices through the entire technical support process
Cross pollination with development team for enhancement opportunities to correct support issues
Implement process improvement cycles to improve support activity and sustainability across the support enterprise for the retail store environment
Set specific customer service standards and SLAs for internal and external support teams
Review SLA partner performance metrics to improve services levels and review agreements with partner organizations
Monitor service performance, keep abreast of developments, and take corrective/appropriate actions when required
Compile information and data from various sources for specific departmental reports, and create reports, graphs and data comparisons
Develop triage and troubleshooting requirements for supported retail systems
Maintenance and ownership of Support Matrix and Service Delivery Guides that detail support categories and service delivery scope, including updates to all support documentation for retail support environment
Oversee opportunities to “in-house” support capabilities to balance internal/external teams
Manage and facilitate escalation events for retail support enterprise support events
Other duties as assigned by manager

Skills

IT systems support

technical support

metrics and reporting

SLA management

process improvement

customer service

service performance monitoring

US Foods

Food distribution for restaurants and healthcare

About US Foods

US Foods is a leading food distributor in America, providing a wide range of food products and services to restaurants, healthcare facilities, and other food service operators. The company offers over 350,000 products, including fresh produce and culinary equipment, and operates by purchasing food in bulk and selling it to clients while also offering services like culinary expertise and business consulting. With a strong logistics network that ensures timely deliveries, US Foods also supports clients with solutions like the "Make It Now" platform during challenging times. Additionally, the company is committed to social responsibility, having donated over $32 million in food and supplies for hunger relief during the COVID-19 pandemic.

Rosemont, IllinoisHeadquarters

1853Year Founded

$340.5KTotal Funding

IPOCompany Stage

Food & Agriculture, ConsultingIndustries

10,001+Employees

Benefits

Health Insurance

Paid Time Off

Short-term and Long-term Disability

Employee Stock Purchase Plan

Life Insurance

Flexible Work Hours

Risks

Potential E. coli contamination from Taylor Farms onions could harm US Foods' reputation.

$500 million senior notes issuance increases financial risk if debt obligations aren't met.

Expansion in Buda involves significant capital investment, risking financial strain.

Differentiation

US Foods offers over 350,000 diverse products to meet varied customer needs.

The 'Make It Now' platform aids clients in recovery and reopening efforts.

US Foods provides value-added services like culinary expertise and business consulting.

Upsides

Expansion in Buda, Texas, will create 165 new jobs by December 2026.

Flexible scheduling and seven-day delivery model enhance customer service.

Advancements in cold chain logistics improve perishable food distribution efficiency.

Land your dream remote job 3x faster with AI

Try Jobo Free