Customer Service Representative

Van Eerden Foodservice; Grand Rapids (MI); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Health Savings Accounts

Flexible Spending Accounts

Tuition reimbursement

Paid family leave

Paid vacations and holidays

401k with Company Match

Job summary

Van Eerden Foodservice in Grand Rapids, MI is seeking a friendly Customer Service Representative to support multi-unit accounts and coordinate with the District Sales Manager and sales team.

You will manage orders by phone and email, resolve issues, and maintain product knowledge while upholding company policy. The role requires strong communication skills, ability to work in a fast-paced environment, and availability on weekends/holidays as needed.

Qualifications

• Two years of customer service experience required.
• Ability to handle stressful situations in a fast-paced environment.
• Willingness to work weekends and holidays as required.
• Proficiency in Microsoft Outlook, Word, Excel; able to learn different software and systems.
• Strong problem-solving, interpersonal and written communication skills.

Responsibilities

• Contact multi-unit accounts for orders by phone and email and communicate promotions.
• Support District Sales Manager, Account Managers and Customer Service; act as department expert on systems and policy.
• Input account orders into the system and verify accuracy via daily reports and tracking app.
• Resolve credit requests and refunds per company policy; escalate when needed.
• Coordinate with vendors and warehouse staff to fulfill sample requests and shipments.
• Train new customer service representatives and back up the Customer Service Manager.

Skills

Customer service

MS Office

Communication

Education

High school diploma

Tools

CRM systems

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Customer Service Representative

Grand Rapids, MI, US

Van Eerden is a fourth generation, family-owned foodservice distributor celebrating more than 100 years of Delivering a Great Customer Experience! We believe nothing brings food and families together like sharing a meal. By serving our customers and employees, we allow others to do what the VE family values as an important family tradition – share a meal with friends and family. Rooted in quality and service, we strive to deliver Fresh Ideas, Fresh Products, and Fresh Solutions to our customers each and every day.

We are more than a food company - we are a family company treating our team like family and a customer company focusing on Great People, Delivering a Great Customer Experience!

Summary of the Position:

Achieve superior customer satisfaction through research, resolution and follow-up of any customer issues. Will provide support to District Sales Manager’s, Account Mangers and Customer Service. This role will be the department expert on systems and policy.

Duties and Responsibilities:

• Contact multi-unit accounts for orders via phone and email. Communicate promotional items, substitutions, out of stocks, etc.
• District Sales Representative route coverage and assistance, facilitation and/or execution of sales route needs. Maintain consistent sales associate practices and relationships. District Sales Representative/Customer review for continuous improvement and evaluation of service level expectations and sales revenue margin sustainability.
• Input account orders directly into system as needed. Perform double checks on order accuracy via daily reports and the customer tracking app. Strong follow up with District Sales Representative and customers.
• Thorough comprehension of company policy on issuing Credits.
• Determine justification of account requests for credit. Input credit request immediately for resolution by their next delivery.
• Research shipping invoicing, credit and/or service problems for customers. Communicate resolutions to the customer as needed. Refer exceptions to the Customer Service Manager.
• Coordinate with vendors to process sample requests.
• Coordinate with warehouse employees and sales reps to deliver samples to customers. Assist in facilitation of samples/cuttings for new/existing growth opportunities.
• Utilize the special-order app to process special orders, ensuring delivery of items to customers.
• Keeps up to date on customer usage, bid maintenance, contracts and pricing issues.
• Trains new customer service representatives.
• Serves as a back up to the Customer Service manager.
• Develop and continuously maintain product knowledge.
• Communicate effectively with customers, sales representatives and internal departments.
• Attend monthly sales meetings.
• Assist at special sales events.
• Fill in for the receptionist as needed.
• Support department and company team concepts. Assist other department team members as needed.

Requirements:

• Two years of customer service experience required.
• Ability to handle stressful situations and a fast paced environment.
• Ability to work weekends and holidays as required.
• Proficiency in Microsoft Outlook, Word, Excel, able to learn and use various forms of technology and software.
• Good problem-solving skills.
• Excellent interpersonal and written communication skills (email/phone)
• Education: High school diploma or equivalent required.
• Physical: Must be able to lift & carry products weighing 25 – 50lbs, for short distances.

Van Eerden offers employee benefits including Health, Dental and Vision insurance, Health Savings Accounts, Flexible Spending Accounts, tuition reimbursement, paid family leave, paid vacations and holidays, and a 401k plan with a Company Match.

Van Eerden is a proud veteran and military-friendly employer.