Customer Service Representative - National Sales (Hybrid: Onsite & Remote) (Northeast Region)

About the position

This position has been segmented as hybrid meaning the work is a combination of approximately 90 percent remote/virtual and 10 percent onsite at distribution center offices located anywhere in the Northeast Region of the United States. This role will most likely be in the office approximately 1 time per month or occasionally for training. The position involves providing contact and liaison between National Sales customers and the sales team and internal departments, processing incoming orders, and responding to customer inquiries in a timely manner. The role serves as a backup to Sales Coordinator roles.

Responsibilities

• Receive inbound calls and place outbound calls to customers to provide information about products and services, take orders, or 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 to respond to inquiries or 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 to assess the validity of complaints and 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 to prevent future problems.

Requirements

• High School diploma or equivalent required; Bachelor's degree preferred.
• Minimum of three years experience in customer service call center environment required.
• Experience in food service distribution a plus.
• Excellent verbal communication skills and problem resolution ability required.
• Working knowledge of Microsoft Word and Outlook required.
• CRM / Phone Technology experience preferred.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401K
• Life insurance
• Paid time off
• Short-term and long-term disability
• Employee stock purchase plan