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

US Foods•Livermore, CA

1d•Hybrid

About The Position

This Customer Service Representative position for National Sales is a hybrid role, with work being approximately 90 percent remote/virtual and 10 percent onsite at distribution center offices in the West Region of the United States. Onsite work will be about once a month or occasionally for training. The role involves providing contact and liaison between National Sales customers, the sales team, and internal departments. Responsibilities include processing incoming orders, receiving, evaluating, and responding to customer inquiries in a timely manner, and working within established guidelines to meet service agreement objectives, customer expectations, company policy, and profit/quality requirements. This role also serves as a backup to Sales Coordinator roles. US Foods is a large food distributor, partnering with approximately 300,000 restaurants and foodservice operators. The company has 28,000 employees across more than 70 locations, offering a broad and innovative food selection, e-commerce, technology, and business solutions. US Foods is headquartered in Rosemont, Ill., and generates over $28 billion in annual revenue.

Requirements

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

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.