Customer Contact Rep I - (Hybrid: Onsite & Remote)

ARE YOU A CURRENT US FOODS EMPLOYEE? PLEASE APPLY DIRECTLY THROUGH OUR INTERNAL WORKDAY CAREER SITE.

Join Our Community of Food People!

Offer a professional approach to interact and support US Foods customers and sales organization to deliver an exceptional customer service experience. Provide support in performing high volume transactions and administrative duties. Effectively communicate with customers, sellers, and other internal roles and departments such as; Product Sales Support Administrator (PSSA), Merchandizing, Operations, Credit, Transportation and Routing, etc.

This position has been segmented as hybrid meaning the work is a combination of approximately 90 percent remote/virtual and 10 percent onsite at any regional location as defined by the role segmentation.

Typical pay for this role is around $17.00 - $19.00 per hour depending on location and experience. Also may require working some Sundays.

Essential Duties And Responsibilities

Responsible for providing accuracy and speed in support to customers and sellers through a variety of administrative activities. Work within established guidelines in order to achieve the objectives of the service agreement consistent with customer expectations, company policy and profit and quality requirements. Escalate issues to appropriate parties, as necessary, to ensure proper resolution.

Daily Operations – 80%

Focus on the timely and accurate completion of high-volume customer support transactions including, but not limited to:

• Service request processing
• Triage shared email box
• Assist with Seller vacation coverage
• Handle Inbound/Outbound calls as necessary to backup to support queue
• Other data entry or administrative duties as assigned

Consistently meet or exceed key performance metrics around efficiency and quality while demonstrating our US Foods cultural beliefs.

• Timely and accurate response to requests from both customers and sellers, strive to resolve issues correctly the first time.
• Document and maintain accurate customer information in the CRM system (contact information, preferences, Service Requests, inquiries, complaints, comments, action taken, etc.).
• Escalate inquiries to appropriate resources (Operations, Category Management, Finance, Replenishment, etc.) or external vendors, as needed.
• Maintain ownership of all follow up communication from escalated inquiries

Sales Support – 20%

• Assist with the execution of broader sales related initiatives as specifically requested for the service queue
• Sample order processing and tracking
• Special order processing and tracking

Actively participate in personal development through conversations with leadership and contributing to the creation of individual development plans.

SUPERVISION

No direct reports

RELATIONSHIPS

Internal: Sales organization, operations, merchandising, Shared Business services

External: US Foods Customers and vendors

Qualifications

Education/Training:

• High School diploma/GED or a combination of education and experience equivalent to a high school diploma.

Related Experience:

• Experience working virtually a plus
• One (1) year experience in a relevant customer service/support role required. Experience in food service distribution preferred.

Knowledge/Skills/Abilities:

• Team player who collaborates well with others.
• Ability to learn new processes and technology while working in a changing environment
• Ability to work with individuals at all levels both within USF and external customers
• Ability to work holidays or virtually if business needs dictate
• Intermediate computer skills, including generating simple letters, data entry, etc. Prior knowledge of CRM tools and/or telephone systems a plus.
• Must possess strong problem-solving and organizational skills
• Ability to prioritize workload, meet deadlines and follow through on commitments
• EOE Race/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Protected Veteran/Disability Status***
• Ability to learn proprietary US Foods systems eCommerce, Salesforce.com (SOUS), Demand Communication Tool (DCT), SODS, CDMR, Tandem, SMOI and CES Quotes
• Ability to work overtime during periods of heavier workload
• Excellent written and verbal communication skills
• Ability to work calmly under pressure
• Ability to assist callers in a professional manner
• Working knowledge of Microsoft Office suite and Outlook required
• Ability to work with minimal oversight, demonstrating business maturity in conduct of daily activities