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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.
The Customer Service Representative position is hybrid meaning the work is a combination of onsite at distribution center offices located anywhere in the Northeast region of the United States (IN, OH, MI, PA, VA, NY, NJ, CT, NH) in a commutable distance to a US Foods distribution office no greater than 50 miles or one hour commute.
This role will most likely be in the office approximately 1 time per month or occasionally for training.
This role is scheduled weekly either Sunday through Thursday or Monday through Friday from 8am to 5pm ET. This role typically has an hourly rate of $20.00 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.
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 $20.00 and $22.00 per hour. In New York City, the expected compensation for this role is between $20.00 to $22.00 per hour.
Other 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. To review available benefits, please click here:
https://www.usfoods.com/careers/benefits.html
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