Customer Service Rep

Xceed Foodservice Group•Grand Rapids, MI

4d•Onsite

About The Position

Works as a liaison between the manufacturers and the distributors or the end customers to provide information in response to inquiries about products and services; place and invoice orders; and handle and resolve complaints. This role requires strong communication, clerical, and problem-solving skills, with a focus on providing excellent customer service. The representative will manage orders, create marketing materials, troubleshoot issues, supply product information, perform data entry, and maintain customer records. The position involves interacting with both external customers and internal teams, and requires the ability to work independently as well as with supervisor guidance. Attention to detail and the ability to manage both structured and unstructured work under time pressure are crucial.

Requirements

High School Diploma (or GED or High School Equivalence Certificate)
Knowledge of principles and processes for providing excellent customer service, including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Knowledge of the structure and content of the English language including the meaning and spelling of words, punctuation, and grammar.
Strong verbal and written communication skills.
Knowledge of administrative and clerical procedures and systems.
Strong computer skills in MS Office and Abode required - managing files and records, designing forms, and other office procedures and terminology.
Active Learning
Active Listening
Creative Thinking
Critical Thinking
Learning Strategies
Mathematics
Monitoring
Problem Solving
Speaking
Writing
Coordination
Flexibility – Adjusting to the daily needs of the company; ability to adapt to change
Instructing
Negotiation
Relationship building
Service Orientation
Social Perceptiveness
Time Management
Data entry software – GENWEB/AFS database
Electronic mail software – Microsoft Outlook
Network conferencing software – Microsoft Teams; Zoom or Other
General Software programs - Adobe - Microsoft Office – Word, Excel et al - Strong skills Required
Standard Equipment - Office printer, copier, phone and fax machines
Ability to be Assertive
Ability to lift up to 50 lbs
Twist, bend, lift occasionally
Occasionally may deal with unpleasant or angry people.
Problem resolution skills necessary
Ability to work with Supervisor guidance as well as working independently.
Importance of being exact or accurate, detail oriented.
Importance of repeating same tasks
Being able to manage both structured and unstructured work.
Time Pressure - must meet deadlines.
Interact with external customers.
Work with internal group or team
High school or equivalent (Required)

Nice To Haves

Associates Degree or commensurate experience (preferably in a Foodservice customer service role)
Customer service: 3 years (Preferred)

Responsibilities

Place Orders via our database; confirmations
Reconcile/Invoice Orders
Create marketing and Point of Sale (POS) materials for foodshows, manufacturer requests and various sales initiatives.
Troubleshoot shortages and other issues; Follow up through resolution.
Supply nutritionals, spec sheets, & new item forms
Calculations and data entry for monthly reconciliation-strong attention to detail (MS EXCEL skills required)
May do some work on Bids for schools, cruise lines, etc.
Provide all updates, notices & price lists to Distributor(s), sent out by the Manufacturer(s)
Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
Check to ensure that appropriate changes were made to resolve customers' problems.
Confer with customers by telephone or in person to provide information about products or services, take or enter orders, service accounts, and resolve issues. Build working relationship to support and strengthen sales reputation.
Performing general administrative activities such as filing, copying, faxing, answering phones, etc.
Backup peers during vacation, etc.