Customer Service Analyst

Gordon Food Service•Michigan, MI

4d•Hybrid

About The Position

Welcome to Gordon Food Service! We are excited that you are thinking about opportunities with us, and we have an amazing story to share. See below for a quick glance of who we are and the impact you could have on the food service industry. There's a seat at our table for you... Position Summary: The Customer Service Analyst will provide technical and customer service to external and internal customers as an immediate point of contact for basic service requests and urgent problem resolution.

Requirements

High School Diploma/Equivalent required.
One plus years previous customer service experience or previous help desk experience or equivalent combination of education, training, and experience.
In lieu of the specified education and experience requirements, a proven capability to perform the essential functions of the job, as demonstrated by an equivalent combination of education, training and/or relevant work experience may be considered.
Understand Web Based Customer Facing Technology
Demonstrate excellent written, verbal, and communication skills
Ability to multi task, prioritize and work efficiently
Ability to collaborate in a team environment and independently
Understands the principal and process for providing excellent customer service, including customer needs assessment.
Ability to resolve and troubleshoot technical issues for external and internal customers.
Understands units of measurements and general mathematics skills.
Knowledge of Unified User Management Software
Data Entry - 10 key
Microsoft Office products (Excel, Word, PowerPoint, Internet Explorer)
Google Apps (Gmail, Calendar, Docs, Drive, Sites, Groups)

Nice To Haves

Associate's Degree in Business, Computer Science or related field is preferred.

Responsibilities

Receive internal and external customer orders and requests via phone, email, or fax.
Participate in the training of new Call Center Representatives and attend ongoing training sessions.
Field customer complaints and direct the information to the appropriate person.
Communicate customer concerns to sales representative.
Maintain knowledge and proper use of Gordon Food Service systems including Business Applications, Google Apps, Aspect phone system, Order Entry technologies, and Internet Applications
Arrange exception deliveries in collaboration with the transportation department or delivery service in urgent need cases.
Provide technical and how to support via telephone to internal and external customers for GFS Applications
Provide solutions to issues concerning training, program malfunction or technology application with an emphasis on key product segments
Enter call information into call tracking software efficiently and accurately
Provide external application support as applicable
Maintains knowledge of current Gordon Food Service products and business solutions in order to provide/recommend appropriate services for customers.
Performs other duties as assigned.