Customer Support Representative 1st Shift

Restaurant Supply Chain Solutions (A Yum! Brands Co-Op) • Louisville, KY

384d • Remote

About The Position

The Customer Support Representative is responsible for managing front-facing duties related to processing orders for replacement equipment, primarily through phone calls. This role involves responding to customer inquiries regarding orders, order status, returns, credits, and invoice issues while maintaining product knowledge to provide accurate assistance. The position requires excellent customer service skills to ensure high satisfaction levels among franchisees and suppliers. The role operates on a hybrid schedule, with three days in the office and two days remote, from Monday to Friday, 8 am to 5 pm.

Requirements

• Bachelor's degree preferred.
• Minimum of 3 years of experience in order fulfillment, customer service, or sales support.
• Strong order entry skills and ability to use multiple systems.
• Experience with restaurant equipment preferred.
• Experience supporting field/construction/development projects preferred.
• Strong interpersonal, communication, and organizational skills.
• High ability to multitask under tight deadlines.
• Excellent written and verbal communication skills.
• Strong computer skills in Word, Excel, Microsoft Teams, and Outlook.

Responsibilities

• Process orders for replacement equipment accurately and with appropriate lead times.
• Determine accurate equipment selection with correct technical specifications.
• Resolve product, warranty, or service problems by clarifying issues and expediting corrections.
• Respond to inbound calls regarding order status or invoice issues.
• Reach out to suppliers to resolve tracking discrepancies or other problems.
• Utilize reports to monitor customer and supplier reporting.
• Monitor open order reports to ensure on-time delivery.
• Employ key tools and resources to provide customer shipping and status information.
• Build and maintain proficiency in the use of ERP, SharePoint, and Knowledge Management Systems.
• Ensure customer service key performance indicators are met.
• Attend equipment and asset training to develop and maintain product proficiency.
• Provide support to resolve customer escalations and supplier issues.
• Demonstrate solid working knowledge of equipment and provide technical information as needed.
• Provide backup support to other duties in the customer support team as needed.

Benefits

• Medical
• Dental
• Vision
• Retirement
• Vacation
• Sick Leave
• Holidays
• Floating Holidays
• Baby Bonding Leave
• Life Insurance
• Free Lunch on Wednesdays

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Food Services and Drinking Places
• Education Level: Bachelor's degree