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

US Foods•Plymouth, MN

1d•Hybrid

About The Position

This position is 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 Central Region of the United States. Specific locations include Bismarck ND, Grand Forks ND, Plymouth MN, Milwaukee WI, Chicago IL, Streator IL, Iowa City IA, St Louis MO, Salem MO, Omaha NE, Grand Island NE, Kansas City KS, Loveland CO, Denver CO, Oklahoma City OK, Dallas TX, Austin TX, Houston TX, within a 50-mile distance to the listed Distribution Offices. This role will most likely be in the office approximately once per month or occasionally for training. The primary responsibility is to provide contact and liaison between National Sales customers, the sales team, and internal departments. This includes processing incoming orders, receiving, evaluating, and responding to written or telephoned customer inquiries in a timely manner. The representative will work within established guidelines to achieve the objectives of the service agreement, consistent with customer expectations, company policy, and profit and quality requirements. This role also serves as a backup to Sales Coordinator roles.

Requirements

High School diploma or equivalent required
Minimum of three years experience in customer service call center environment required
Excellent verbal communication skills
Problem resolution ability
Working knowledge of Microsoft Word and Outlook

Nice To Haves

Bachelor’s degree preferred
Experience in food service distribution a plus
CRM / Phone Technology experience preferred

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.