Sr. Customer Service Representative - Stock Yards Lexington

US Foods; Nouvelle-Calédonie; On-site; EUR 26,540 - 33,779; Full time

Benefits offered by this job

Health insurance

Paid time off

Retirement benefits

Employee stock purchase plan

Life insurance

Job summary

US Foods is seeking a customer service associate to act as a liaison between customers and internal departments. You will handle inbound and outbound calls, process orders, and address inquiries and complaints with a focus on accuracy and timeliness.

Responsibilities include recording interactions, resolving billing issues, and coordinating same-day deliveries. A High School diploma is required with 3+ years in a call center environment preferred.

Qualifications

• High School diploma or equivalent required.
• Minimum of three years experience in customer service call center environment required.
• Experience in food service distribution a plus.
• CRM / Phone Technology experience preferred.

Responsibilities

• Receive inbound calls and place outbound calls to provide information about products and services, take orders, or obtain details of complaints.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and actions taken.
• Resolve customers’ service or billing complaints and ensure appropriate changes were made.
• Coordinate same-day deliveries and pickups for customers; respond to delivery questions and issues.

Skills

Customer service

Verbal communication

Problem resolution

CRM / Phone technology

Microsoft Office

Education

High School diploma

Bachelor’s degree desirable

Tools

CRM systems

Microsoft Office

Phone systems

Job description

BASIC PURPOSE

Provide contact and liaison between customers and internal departments. Process incoming orders; receive, evaluate, and respond to written or telephoned customer inquiries in a timely manner. Work within established guidelines to achieve the objectives of the service agreement consistent with customer expectations, company policy and profit and quality requirements.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Receive inbound calls and place outbound calls to customers to provide information about products and services, take orders, or obtain details of complaints.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, and the actions taken.
• Resolve customers’ service or billing complaints; check to ensure that appropriate changes were made to resolve the problems.
• Contact customers in order to respond to inquiries or notify them of claim results and any planned adjustments; refer unresolved complaints to designated departments for further action.
• Obtain and examine all relevant information to assess validity of complaints and determine possible causes.
• Coordinate same-day deliveries and pickups for customers. Process pickup requests from customers and Territory Managers. Respond to delivery/routing questions and issues from customers.
• Respond to product inquiries from customers. Solicit sale of new or additional services or products.
• 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.
• Key customer orders.
• Work front window and filing as needed.
• Check in trucks.

SUPERVISION

The incumbent is not required to provide direct supervision for any position.

RELATIONSHIPS

Internal: Sales, Operations / Distribution / Support. The incumbent is required to interact with employees at all levels of responsibility throughout the company in a professional manner.

External: The incumbent is required to interact with customers in a professional manner.

QUALIFICATIONS

• Education/Training: High School diploma or equivalent required. Degree desirable.
• Related Experience: Minimum of three years experience in customer service call center environment required. Experience in food service distribution a plus.
• Knowledge/Skills / Abilities: Excellent verbal communication skills and problem resolution ability required. Should be familiar with Microsoft Office products (e.g., Word, Excel, Access, Outlook). CRM / Phone Technology experience preferred.

Benefits

Health insurance, pre‑tax spending accounts, retirement benefits, paid time off, short‑term and long‑term disability, employee stock purchase plan, and life insurance may be available. Compensation depends on relevant experience, education, skills, function, geographic location and other factors as applicable by law. The expected base rate for this role is between $22.00 and $28.00 per hour.

EOE

Equal Opportunity Employer – Race/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Age/Genetic Information/Protected Veteran/Disability Status