Member Services Associate

National DCP•Bellingham, MA

1d•Hybrid

About The Position

This position provides Call Center support via multiple channels (i.e. phone, email) to our NDCP Members (Franchisee’s), Store personnel and NDCP Drivers for products and services supplied through the NDCP. NDCP is a $3 billion supply chain management company serving over 10,000 Dunkin’ locations across the U.S. We’re known for our reliability, performance, and strong team culture.

Requirements

1+ year of customer service experience preferred
Prefer experience working in a call center
Ability to sit for extended periods of time
Ability to operate a computer keyboard and to view a computer screen for extended periods of time
Ability to lift, tug, pull up to fifteen (15) pounds

Nice To Haves

College degree preferred or equivalent experience

Responsibilities

Appropriately handle questions related to shipment schedules, credit inquiries/requests, status of orders, product specifications, product changes, new product introductions, and promotions
Track all calls via incident queue and ensure resolution, follow-up, and closure within 24 – 48 hours via internal ticketing system, unless otherwise determined
Process orders in an efficient and accurate manner
Provide prompt, professional, and courteous service
Facilitate, resolve, and suggest alternative solutions when necessary to meet caller’s expectations
Remain customer-focused and communicate in an exemplary fashion by delivering clear and concise information to all customers
Have a thorough knowledge of the products and services offered
Maintain a strong working knowledge of all NDCP systems and applications to perform daily functions
Adhere to all department policies and procedures and meet the minimum performance standards for quality and productivity
Participate in non-call activity, including special projects as needed

Benefits

Competitive hourly pay, with bonus potential
Full benefits: medical, dental, vision, 401(k) with match
Paid time off, paid holidays, and employee discounts
Room to grow—career advancement across departments
Medical, dental & vision insurance
Flexible Spending Account (FSA) / Health Savings Account (HSA)
Company-paid life, AD&D, short- and long-term disability
401(k) retirement plan with company match
Paid Time Off (vacation, sick, discretionary) & paid holidays and more!
Additional benefits: employee assistance programs, discount programs, tuition discount program, and more!