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

US Foods • Livermore, CA

1d • Hybrid

About The Position

This hybrid position involves a combination of approximately 90 percent remote/virtual work and 10 percent onsite presence at distribution center offices located in the West Region of the United States, including cities like Anchorage AK, Everett WA, Fife WA, Spokane WA, Billings MT, Portland OR, Salt Lake City UT, Albuquerque NM, Lubbock TX, Phoenix AZ, Las Vegas NV, Corona CA, Los Angeles CA, Fontana CA, San Francisco CA, Sacramento CA, Reno NV, and Fresno CA, within a 50-mile radius of the listed Distribution Offices. Onsite presence is expected approximately once per month or occasionally for training. The Customer Service Representative acts as a primary contact and liaison between National Sales customers, the sales team, and internal departments. Key responsibilities include processing incoming orders and handling customer inquiries via written correspondence or telephone in a timely manner. The role requires adherence to established guidelines to meet service agreement objectives, customer expectations, company policy, and profit/quality requirements. This position also provides backup support to Sales Coordinator roles. US Foods is a major food distributor known for its culture of internal promotion, excellent training programs, and a focus on continuous improvement. As one of America's leading foodservice distributors, US Foods partners with approximately 300,000 restaurants and foodservice operators, employing 28,000 people across more than 70 locations. The company offers a broad and innovative food selection, along with comprehensive e-commerce, technology, and business solutions, generating 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.

Benefits

• Full US Foods Benefits - DAY 1!
• medical
• dental
• vision
• 401K
• life insurance
• pre-tax spending accounts
• retirement benefits
• paid time off
• short-term and long-term disability
• employee stock purchase plan

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees