Customer Service Representative

US Foods; Detroit (MI); Hybrid; USD 29,000 - 45,000; Full time

Benefits offered by this job

Health insurance

Pre-tax spending accounts

Retirement benefits

Paid time off

Short-term and long-term disability

Employee stock purchase plan

Life insurance

Job summary

US Foods is a leading foodservice distributor with approximately 28,000 employees and 70 locations, delivering a broad range of services to about 300,000 restaurants. This Hybrid Worker role involves acting as a liaison between National Sales customers and the sales team, processing orders, and handling inquiries both remotely and at distribution centers in the Northeast region, including Detroit, MI.

The schedule is Sunday–Thursday with specific start times; occasional onsite work and training

Qualifications

• High School diploma or equivalent required; Bachelor’s degree preferred.
• Minimum of three years experience in a customer service call center environment; food service distribution a plus.
• Excellent verbal communication and problem resolution skills; working knowledge of Microsoft Word and Outlook; CRM experience preferred.

Responsibilities

• Receive inbound calls and place outbound calls to customers to provide info, take orders, or obtain details of complaints.
• Keep records of customer interactions and transactions; document inquiries, complaints, and actions.
• Resolve service or billing complaints; ensure changes were made to resolve issues.
• Notify customers of claim results and planned adjustments; refer unresolved complaints to designated departments.
• Obtain and examine information to assess validity of complaints and determine causes.
• Coordinate same-day deliveries and pickups; respond to routing questions from customers.
• Respond to product inquiries; promote new or additional services or products.
• Compare disputed merchandise with invoices and prepare invoices for returns.
• Contact customers affected by product recalls and withdrawals.
• Suggest improvements to products, shipping, service, or billing processes.

Skills

Verbal communication

Problem resolution

CRM / Phone technology

MS Word / Outlook

Customer service

Education

High School diploma

Bachelor’s degree preferred

Tools

CRM software

Microsoft Word

Outlook

Job description

Hybrid Worker

• Perth Amboy NJ
• Greensburg PA
• Albany NY
• Norwich CT
• Metro Detroit MI
• Buffalo NY
• Allentown PA
• Watertown NY
• Bridgeport NJ
• Indianapolis, IN
• Cincinnati OH
• Manassas VA
• Cleveland OH
• Swedesboro NJ
• Seabrook NH

Full time

R281998

Join Our Community of Food People!

BASIC PURPOSE

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

This position has been segmented as hybrid meaning the work is a combination of approximately 90 percent remote/virtual and 10 percent onsite at distribution center offices located anywhere in the Northeast Region of the United States as follows: Indianapolis IN, Cincinnati OH, Cleveland OH, Detroit MI, Greensburg PA, Manassas VA, Buffalo, NY, Allentown PA, Bridgeport NJ, Swedesboro NJ, Perth Amboy NJ, Albany NY, Watertown NY, Norwich CT, Seabrook NH, within a 50 mile distance to the listed Distribution Offices.

This role will most likely be in the office approximately 1 time per month or occasionally for training.

Schedule: Sunday–Thursday, with Sunday 8:00 AM EST-4:30 PM EST and Monday–Thursday 8:30 AM EST--5:00 PM EST. Off Friday and Saturday.

ESSENTIAL RESPONSIBILITIES

• Receive inbound calls and place outbound calls to customers in order to provide information about products and services, to take orders, or to obtain details of complaints.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• Resolve customers' service or billing complaints; check to ensure that appropriate changes were made to resolve customers' problems.
• Contact customers in order to respond to inquiries or to notify them of claim results and any planned adjustments; refer unresolved customer complaints to designated departments for further action.
• Obtain and examine all relevant information in order to assess validity of complaints and to determine possible causes.
• Coordinate same-day deliveries and pickups for customers. Process pickup requests from customers and National Sales team. Respond to delivery/routing questions and issues from customers.
• Respond to product inquiries from customers. Share new or additional services or products with customers.
• 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.
• Recommend improvements in products, shipping, service, or billing methods and procedures in order to prevent future problems.

This role adheres to a designated schedule, which includes set workdays, start and end times.

RELATIONSHIPS

• Internal: Sales, Operations / Distribution / Support
• External: Customers

QUALIFICATIONS

• Education/Training: High School diploma or equivalent required; Bachelor’s degree preferred.
• 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. Working knowledge of Microsoft Word and Outlook required. CRM / Phone Technology experience preferred.
• This role will also receive overtime compensation.

Benefits for this role may include health insurance, pre-tax spending accounts, retirement benefits, paid time off, short-term and long-term disability, employee stock purchase plan, and life insurance.

To review available benefits, please click here: https://www.usfoods.com/careers/benefits.html.

Compensation depends on relevant experience and/or education, specific skills, function, geographic location, and other factors as applicable by law (for example: state or local minimum wage thresholds). The expected base rate for this role is between

$21 - $33

EOE– Race/Color/Religion/Sex/SexualOrientation/Gender Identity/National Origin/ Age/Genetic Information

EOE– Race/Color/Religion/Sex/SexualOrientation/Gender Identity/National Origin/ Age/Genetic Information/ Protected Veteran/Disability Status

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US Foods is one of America’s great food companies and a leading foodservice distributor, partnering with approximately 300,000 restaurants and foodservice operators to help their businesses succeed. With 28,000 employees and more than 70 locations, US Foods provides its customers with a broad and innovative food offering and a comprehensive suite of e-commerce, technology and business solutions. US Foods is headquartered in Rosemont, Ill., and generates more than $28 billion in annual revenue. Visit www.usfoods.com to learn more.

US Foods may collect personal information from you in connection with the application process. US Foods complies with the California Privacy Rights Act of 2020, and its policy may be found here (https://www.usfoods.com/content/dam/usf/pdf/Policies/HR/USF_CCPA_policy.pdf) .

US Foods, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other basis prohibited by applicable law.

Know Your Rights (https://www.usfoods.com/content/dam/usf/pdf/Policies/HR/Know_Your_Rights.pdf)

Pay Transparency policy statement is available here (https://www.usfoods.com/content/dam/usf/pdf/Policies/HR/Pay_Transparency_Nondiscrimination_Provision.pdf)

US Foods is committed to working with and providing reasonable accommodation to individuals with disabilities. If reasonable accommodation is needed to participate in the interview process or to perform essential job functions, please contact our US Foods Application Accommodation Line at 866-960-5886. You will be prompted to leave a message. Please state the specifics of the assistance needed and your contact information. A member of our HR department will return your call within two business days.