Customer Service Analyst

Gordon Food Service; Wyoming (MI); Hybrid; USD 35,000 - 45,000; Full time

Job summary

A national food service provider seeks an Entry-level Customer Service Analyst to assist with technical and customer service inquiries. The role involves supporting customer orders and complaints, providing solutions for internal and external clients, and requires strong communication skills. This full-time position offers a hybrid work model, with four days in the office and one from home. Ideal candidates should have a high school diploma and at least one year of customer service experience.

Qualifications

• High School Diploma/Equivalent required.
• Associate’s Degree in Business, Computer Science or related field is preferred.
• More than one year of previous customer service experience.
• Ability to collaborate in a team environment and independently.

Responsibilities

• Provide customer service support to external and internal customers.
• Field customer complaints and communicate with sales representative.
• Maintain knowledge of GFS systems and products.
• Enter call information into call tracking software.

Skills

Excellent written and verbal communication skills

Knowledge of web-based customer-facing technology

Ability to resolve technical issues

Microsoft Office proficiency

Data Entry – 10 key

Ability to multi-task and prioritize

Understanding of customer service principles

Education

High School Diploma/Equivalent

Associate’s Degree in Business or Computer Science

Tools

Google Apps

Unified User Management Software

Job description

Position Summary

The Customer Service Analyst will provide technical and customer service to external and internal customers as an immediate point of contact for basic service requests and urgent problem resolution.

What You Will Do

• Receive internal and external customer orders and requests via phone, email, or fax.
• Participate in the training of new Call Center Representatives and attend ongoing training sessions.
• Field customer complaints and direct the information to the appropriate person. Communicate customer concerns to sales representative.
• Maintain knowledge and proper use of Gordon Food Service systems including Business Applications, Google Apps, Aspect phone system, Order Entry technologies, and Internet Applications.
• Arrange exception deliveries in collaboration with the transportation department or delivery service in urgent need cases.
• Provide technical and how-to support via telephone to internal and external customers for GFS Applications.
• Provide solutions to issues concerning training, program malfunction or technology application with an emphasis on key product segments.
• Enter call information into call tracking software efficiently and accurately.
• Provide external application support as applicable.
• Maintain knowledge of current Gordon Food Service products and business solutions in order to provide/recommend appropriate services for customers.
• Performs other duties as assigned.

When You Will Work

• Monday through Friday, 9:00 am – 6:00 pm.
• Saturday rotation shift (8:00 am – 2:00 pm) once every 7 weeks.
• Hybrid Work Schedule: 4 days in office, 1 day from home.

What You’ll Bring To The Table

• High School Diploma/Equivalent required.
• Associate’s Degree in Business, Computer Science or related field is preferred.
• One plus year(s) previous customer service experience or previous help desk experience or equivalent combination of education, training, and experience.
• Understand Web Based Customer Facing Technology.
• Demonstrate excellent written, verbal, and communication skills.
• Ability to multi‑task, prioritize and work efficiently.
• Ability to collaborate in a team environment and independently.
• Understands the principal and process for providing excellent customer service, including customer needs assessment.
• Ability to resolve and troubleshoot technical issues for external and internal customers.
• Understands units of measurement and general mathematics skills.
• Knowledge of Unified User Management Software.
• Data Entry – 10 key.
• Microsoft Office products (Excel, Word, PowerPoint, Internet Explorer).
• Google Apps (Gmail, Calendar, Docs, Drive, Sites, Groups).

Seniority Level

Entry level

Employment Type

Full‑time

Job Function

Other

Equal Employment Opportunity

Equal Employment Opportunity is a matter of policy at Gordon Food Service, Inc. and we are committed to a work environment in which all individuals are treated with respect and dignity.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or status as a qualified individual with disability. If you require reasonable accommodation for any part of the application or hiring process due to a disability, please submit your request to [e-mail] and use the words “Accommodation Request” in your subject line.

All Gordon Food Service locations are tobacco‑free. Gordon Food Service is a drug‑free workplace and conducts pre‑employment drug tests.