Join Our Community of Food People!Customer Operations provides contract consistency, adheres to compliance standards, and delivers exceptional customer experience with an important level of precision and accuracy. The Customer Operations Coordinator uses problem-solving and interpersonal skills to provide research, accurate pricing, maintenance of customer master database and technical pricing support for local, multi-market, and/or national customer concepts within Customer Operations.
This position is been determined to be “Remote Anywhere”: The work is completed 100% remote anywhere in the U.S. except Hawaii or United States Territories.
Essential Duties and Responsibilities
• Review and interpret vendor agreements, pricing documentation, incentive documentation, and/or contract documentation for relevant content and information. Use critical thinking and in-depth understanding of processes and best practices to make decisions and judgment calls on how to accurately load pricing based upon inputs or information provided by internal/ external stakeholders.
• Research, provide support, and resolve 1st tier pricing inquiries and/or audits; troubleshoot price calculations, contract linkages, and conduct in-depth analysis of pricing methodologies and procedures.
• Update systems to accurately reflect internal and/or vendor deviated pricing and other upcharges and deductions (Allowance and Charge codes) and minimize risk of USF (US Foods) margin leakage. Perform pricing date extensions, customer/contract linkages, research and maintain vendor/broker contacts, and/or vendor agreement auto-renewals, as needed.
• Ensure compliance with legal documents in all aspects of pricing and adhere to company policies and procedures through the monitoring of internal controls.
• Collaborate with Sales, Customer, and/or Internal stakeholders to determine sell price and billback method. Calculate sell price and/or apply markup to achieve desired sell price as required. Notify stakeholders of resolution or if desired sell price cannot be achieved.
• Set up and/or terminate contracts within systems. Ensure accurate contract hierarchy and perform customer and/or driver/passenger linkage.
• Categorize shared inbox or ticketing system by work unit and priority.
• Maintain complex digital file record of all inputs. Archive records and files, as necessary.
• Complete audit files for internal review process. Complete any self-audits related to the audit process.
• Utilize Standard Operating Procedures (SOPs), reference documents, and various lists to manage workload and communication with all applicable departments to minimize pricing interruptions.
• Partner on delivering support efforts within Customer Operations established service level agreements to ensure department key performance indicators are met.
• Learn USF proprietary applications (i.e., PRIME (Pricing Rules Information Management Enterprise), Tandem, MDM (Master Data Management), PACE), tools, and established processes and workflows.sa,
• May include other duties, as assigned.
Supervision:
• None
Wireless Reimbursement:
• Not eligible for reimbursement unless required by state of residence.
Segmentation:
• Remote
Relationships:
• Internal: Sales, Market Pricing team, Finance, Revenue Management, Category Management, Acquisition, Vendor Operations, Supplier Income and Billing, PIM (Product Information Management), Business development, Electronic Data Invoicing team, Robotic Process Automation, Market Bid team, Legal, Credit team, and other internal stakeholders
• External: Vendors, Brokers, Customers
Education/Training:
• High school diploma or equivalent required.
• Associate degree preferred.
Related Experience/Qualifications:
• 2 years’ experience in one of the following required: accounting, finance, pricing, auditing, or related field.
• 1 year 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 creating and/or utilizing macros is preferred.
• Experience with PeopleSoft/ CASIS (Customer and Supplier Incentive System)/ PRISM/ PRIME/ MDM/ Tandem/ Discoverer/ ISR (Invoice Storage Retrieval) preferred.
• Experience with loading exceptionally detailed entries into a database system preferred.
• Experience in process or continuous improvement and the identification of waste preferred.
Knowledge/Skills/Abilities:
• Demonstrate strong and proficient computer skills with the ability to work within multiple screens using various applications concurrently required.
• Demonstrate effective verbal and written communication skills with the ability to adapt communication style to suit different audiences at various levels of the organization required.
• Show algebraic, analytical, and problem-solving skills, business maturity, independent thinking, and the ability to work collaboratively required.
• Demonstrate strong attention to detail and reliability to follow through on commitments required.
• Ability to flex between multiple tasks without compromising accuracy required.
• Ability to navigate through an ever-changing work environment required.
• Ability to make independent decisions based on research required.
• Ability and willingness to learn new systems and processes with basic training required.
• Ability to learn and perform all job functions in a remote or virtual environment with minimal supervision required.
• Ability to prioritize workload, meet critical deadlines, and work calmly under pressure required.
• Ability to give and receive feedback, embrace a culture of continuous improvement, and work towards individual and department goals professionally.
• 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.
The following information is provided in accordance with certain state and local laws. Compensation depends on experience, geographic locations, and other factors permitted by law. In Colorado, the expected compensation for this role is between $19.00 and $2.00 per hour. In New York City, the expected compensation for this role is between $20.00 and $21.00 per hour. In California, the expected compensation for this role is between $20.00 and $21.00 per hour. In Washington, the expected compensation for this role is between $20.00 and $21.00 per hour. This role is also eligible for Benefits for this role include health insurance, pre-tax spending accounts, retirement benefits, paid time off, short-term and long-term disability, employee stock purchase plan, and life insurance.