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

US Foods•Plymouth, MA

2d•$18 - $28•Hybrid

About The Position

This position is primarily performed remotely, with onsite attendance at the local distribution center approximately once per month and occasionally as needed for training, meetings, or other business needs. Candidates must reside within 50 miles of a US Foods distribution center, regardless of region. The role will provide contact and liaison between National Sales customers and the sales team and internal departments. It involves processing incoming orders, receiving, evaluating, and responding to written or telephoned customer inquiries in a timely manner. The representative will work within established guidelines to achieve the objectives of the service agreement consistent with customer expectations, company policy, and profit and quality requirements. This role also serves as a backup to Sales Coordinator roles.

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.