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

US Foods•Plymouth, MN

1d•Hybrid

About The Position

This position serves as a contact and liaison between National Sales customers, the sales team, and internal departments. The role involves processing incoming orders, receiving, evaluating, and responding to customer inquiries in a timely manner, both written and telephoned. The representative will work within established guidelines to meet service agreement objectives, customer expectations, company policy, and profit and quality requirements. This role also provides backup to Sales Coordinator roles. 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, including 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. Onsite presence is expected approximately once per month or occasionally for training.

Requirements

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

Nice To Haves

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

Responsibilities

Provide contact and liaison between National Sales customers and the sales team and internal departments
Process incoming orders
Receive, evaluate, and respond to written or telephoned customer inquiries in a timely manner
Work within established guidelines in order to achieve the objectives of the service agreement consistent with customer expectations, company policy and profit and quality requirements
Back up to Sales Coordinator roles
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