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

US Foods•Livermore, CA

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 via written communication or telephone in a timely manner. The representative will work within established guidelines to meet service agreement objectives, consistent with customer expectations, company policy, and profit and quality requirements. This role also provides backup to Sales Coordinator roles. The work schedule is Thursday - Monday, 7:00 am - 3:30 pm PT. The position is hybrid, approximately 90 percent remote/virtual and 10 percent onsite at distribution center offices located anywhere in the West Region of the United States (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, Fresno CA) within a 50-mile distance to the listed Distribution Offices, likely requiring office presence about once per month or occasionally for training.

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.