Customer Service Representative II

C&S Wholesale Grocers • Keene, NH

5d • Hybrid

About The Position

The Customer Account Specialist II will serve as the principal link between ES3 and its vendor partners. This position is responsible for responding to customer inquiries via telephone, email and Customer CRM Platform sites regarding multiple customer requests i.e. inventory support, ETAs of deliveries, inbound order support, returns and/or misdelivered products etc. This position will also document and respond to customer complaints and escalates according to established standard operating procedures. In addition, a Customer Account Specialist II will be assigned to support specific accounts & work closely with the Customer Experience leadership team to gain an in-depth knowledge of their operating practices and resolve customer issues with a high degree of satisfaction.

Requirements

• Proficient with computers & Microsoft Office software
• Strong customer orientation and attention to detail
• Ability to multi-task in an active call center environment
• Strong communication skills
• Ability to work with others in a fast-paced environment
• Strong organizational skills & ability to prioritize tasks
• 0-2: Relevant experience

Responsibilities

• Answer all inbound customer calls, emails, and Customer CRM Platform requests to meet KPI and service level agreements in compliance with all applicable customer and Company SOPs and objectives.
• Report, log and communicate customer concerns into a Customer CRM Platform
• Identify and research inventory discrepancies related to quantity on hand, expiration date concerns, and allocation needs
• Set up and train new vendor partner contacts in the ES3 ePort system
• Review and process returns and various OS&D events that occur on any given vendor partner's load[s]
• Offer carrier appointment support for both partner inbound and outbound managed loads
• Assist partners in resolving EDI or system issues by working with the internal IT department and Customer Experience Leadership team

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED