RESOLUTION SPECIALIST (REMOTE)

Compass Group•Charlotte, NC

21h•Remote

About The Position

The BuySmart Support team is a key component of our support services strategy helping Customers across the US and Canada on issues and inquiries related to purchasing. The Resolution Specialist plays a key role with providing support to both Compass Sector Associates (internal customers) and our Foodbuy Members (external customers) with a variety of different support requests. The primary duty of this position is to provide support in a customer contact support environment. Managing calls, chats and cases with a sense of urgency with focus on customer support are essential in this role. Candidate must be able to work any shift within the hours of operation of 10am - 7pm EST Mon – Fri.

Requirements

Experience in working with Case Management Software (i.e. Remedy) and Phone Queue technology (i.e. Cisco Agent)
Completion of undergraduate degree and/or equivalent business experience in customer service
Strong knowledge of customer care techniques and processes
Exceptional analytical and listening skills.
Collaborative – works well as a member of a team.
Creative problem-solving skills
Demonstrated ability multi-task while supporting inbound calls & cases.
Flexibility to adapt to ever changing business needs.
Strong verbal and written communications skills
High level of integrity and ethics
Advanced computer skill sets in working with MS Office Suite (Word, Excel, PowerPoint, SharePoint, and Outlook).
Must maintain a consistent, high-speed internet connection to support real-time customer interactions.

Nice To Haves

Experience with working in a call center environment a plus
Purchasing/procurement and/or hospitality/foodservice experience a plus

Responsibilities

Interact with customers via inbound, outbound telephone calls, and requests through our Remedy system.
Provide support and education for our purchasing programs and processes. Examples of this: Pricing questions. Quality assurance concerns.
Educate customers on where to buy products- food and non-food items. How programs work (linen, chemicals, smallwares, broadliners etc.)
Vendor Performance relative to order accuracy, product quality, delivery and customer service
Use computer system to track, gather information, and/or troubleshoot for resolutions to customer inquiries.
Must be able to meet our Service Level Agreements assigning cases in the system and keep the customers updated on where the case is in the process
Provide guidance to customers using e-procurement platforms (MyOrders and/or OneSource)- able to interpret product descriptions, support with alternatives, assist customer with adding products to Managed Order guides and provide process for Special Order needs.
Work directly with distributors and manufacturers nationwide to get answers to customers’ questions and provide resolutions for issues that arise.
Escalate issues as appropriate to Supervisor/Manager
Continually strive for ways to improve effectiveness and efficiency of support services, processes and technology being used to enhance customer experience.
Represent BuySmart Purchasing Support Desk in Supplier and Customer Meetings
Knowledge of technology required to facilitate day-to-day business and identify process improvement opportunities.
Support all Foodbuy purchasing programs, customers’ needs, and/or strategic initiatives.
Implementation of Foodbuy policies and procedures
Work on special projects- independently and as part of a team Update shared site as information changes and share the knowledge with team.
Other duties as required.