Customer Service Rep National Sales

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

Join Our Community of Food People!

BASIC PURPOSE
Provide contact and liaison between National Sales customers and the sales team and internal departments. Process incoming orders; receive, evaluate, and respond to written or telephoned customer inquiries in a timely manner. 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. Back up to Sales Coordinator roles.

This position is Hybrid which means the work is completed onsite and remotely from your home office anywhere within a commutable distance to a distribution office no greater than 50 miles or one hour drive within the Northeast region of the United States (MI, IN, OH, PA, NJ, NY, CT, NH, MA).

Onsite office frequency is typically once per quarter or for occasional trainings. Weekly Schedules are from Sunday-Thursday 8am to 5pm ET.

This role typically has an hourly rate of $19.00 per hour to $22.00 per hour depending on experience and geographical location within the northeast region.

RESPONSIBILITIES
Receive inbound calls and place outbound calls to customers in order to provide information about products and services, to take orders, or to obtain details of complaints.

Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.

Resolve customers' service or billing complaints; check to ensure that appropriate changes were made to resolve customers' problems.

Contact customers in order to respond to inquiries or to notify them of claim results and any planned adjustments; refer unresolved customer complaints to designated departments for further action.

Obtain and examine all relevant information in order to assess validity of complaints and to determine possible causes.

Coordinate same-day deliveries and pickups for customers. Process pickup requests from customers and National Sales team. Respond to delivery/routing questions and issues from customers.

Respond to product inquiries from customers. Share new or additional services or products with customers.

Compare disputed merchandise with original requisitions and information from invoices, and prepare invoices for returned goods.

Contact all customers affected by product recalls and withdrawals.

Recommend improvements in products, shipping, service, or billing methods and procedures in order to prevent future problems.

RELATIONSHIPS
Internal: Sales, Operations / Distribution / Support

External: Customers

QUALIFICATIONS
Education/Training: High School diploma or equivalent required; Bachelor's degree preferred.

Related Experience: Minimum of three years experience in customer service call center environment required. Experience in food service distribution a plus.

Knowledge/Skills/Abilities: Excellent verbal communication skills and problem resolution ability required. Working knowledge of Microsoft Word and Outlook required. CRM / Phone Technology experience preferred.

***EOE Race/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Protected Veteran/Disability Status***