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

US Foods•Livermore, CA

1d•Hybrid

About The Position

This position is for a Customer Service Representative within National Sales at US Foods, operating in a hybrid model. The role is approximately 90 percent remote/virtual and 10 percent onsite at distribution center offices located in the West Region of the United States (including cities like Anchorage AK, Everett WA, Portland OR, Salt Lake City UT, Phoenix AZ, Las Vegas NV, and various locations in California). Onsite presence is expected about once per month or for training. The primary function involves serving as a 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 via written communication or telephone in a timely manner. The representative is expected to work within established guidelines to meet service agreement objectives, customer expectations, company policy, and profit and quality requirements. This role also provides backup support to Sales Coordinator roles. US Foods emphasizes continuous growth and development, offering a culture of internal promotion and excellent training programs. The company is committed to providing reasonable accommodation to individuals with disabilities.

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
Working knowledge of Outlook

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.