About Sysco LABS
Sysco LABS is a technology-focused division within Sysco, dedicated to reimagining foodservice through innovation. An extension of Sysco's commitment to deliver exceptional products and services to the foodservice industry, Sysco LABS uses customer and market intelligence, data-driven insights and agile technology development to rethink the entire foodservice ecosystem.
Our innovation will improve everything from the ordering process, inventory, pricing and automation to the in-restaurant customer experience. Operating with the mindset of a startup and backed by the authoritative expertise of an industry leader, Sysco LABS' mission is to improve the Sysco customer experience and consistently deliver cost savings and new innovations through technology.
About the Role
The Cloud Consultant will support Sysco's customers through the training period and take responsibility for ensuring each customer has the skills and familiarity required to operate Sysco's e-commerce systems successfully within his/her restaurant. The Cloud Consultant will also work to engage and influence the interest in CAKE products including POS, Guest Manager, eCommerce and others.
Act as a product expert for our platforms, understanding all features and functionality of the product along with the roadmap for future functions
Train customers using phone and web tools on new products and updates
Adhere to strict Service Level Agreements on milestones throughout the training process
Manage and respond to communication from customer and Sysco's eCommerce Team in a timely, efficient manner
Conducts training and coaching to new and existing team members on customer service skills, Sysco digital platforms, internal systems, and other concepts as required
Collaborates with leadership and other members of the Sysco eCommerce team by providing feedback on curriculum
Partners with manager in the development of training curriculum as needed for new products, webinars and instructor led training
Provide feature and usability feedback to the sales, product, and development teams
Other duties as assigned
The Cloud Consultant will have demonstrated bias toward customer service but an operational understanding of Sysco's responsibility to its customers. S/He will also have experience in directly handling customers in a phone based environment and/or experience working as a technical/virtual trainer with web tools.
Minimum of 3 years virtual training or customer support experience
Demonstrated ability to train technical product to non-technical users in a virtual environment
Superior time management and organizational skills
Excellent written and verbal communication skills
Strong problem solving and deductive reasoning skills
Demonstrated conflict resolution skills
Strong collaboration skills within and out of the Sysco Academy team
Ability to work independently and manage individual schedule
Bonus points for
The Sysco Academy Cloud Consultant would ideally have a background in a virtual training or phone based customer support environment.
Hospitality experience a plus
Strong knowledge of virtual ordering or inventory systems, or other hospitality/retail technology preferred
Previous experience in virtual training or remote customer support preferred
Familiarity with CRM software such as Salesforce, SugarCRM, Zoho, Act, Microsoft Dynamics CRM, etc.
Strong familiarity with Microsoft Office Suite products
MAC experience preferred
Previous employment experience in start-up company is a plus
BS/BA or equivalent work experience
At Sysco LABS, you will be on a team who values trust, learning and working closely together to build groundbreaking experiences for our customers. Come join us!
We embrace diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.