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

US Foods•Twinsburg, OH

8d•$17 - $26•Hybrid

About The Position

This hybrid role combines remote and onsite work, with approximately 90% remote/virtual and 10% onsite at distribution center offices in the Northeast Region. The Customer Service Representative acts as a liaison between National Sales customers and the sales team/internal departments. Responsibilities include processing orders, responding to customer inquiries, and working within established guidelines to meet service agreement objectives, customer expectations, company policy, and profit/quality requirements. This role also provides backup support for Sales Coordinator positions.

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

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.