Customer Service Representative

US Foods; Norwich (CT); Hybrid; USD 29,000 - 45,000; Full time

Benefits offered by this job

Health insurance

401(k) retirement

Paid time off

Short-term disability

Long-term disability

Employee stock purchase plan

Life insurance

Job summary

US Foods seeks a customer service specialist to liaison between National Sales customers and the sales team, handling orders and inquiries with timely responses. The role is hybrid, primarily remote with 10% on-site at distribution centers across the Northeast, including Norwich, CT.

You will answer questions, process orders, coordinate deliveries, resolve billing issues, and maintain records of interactions. The schedule is Sunday-Thursday with specific hours; overtime is included.

Qualifications

• Minimum of three years experience in customer service call center environment.
• Experience in food service distribution a plus.
• Excellent verbal communication skills and problem resolution ability required.

Responsibilities

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

Skills

Verbal communication

Problem resolution

CRM / Phone technology

Microsoft Word & Outlook

Education

High School diploma or equivalent

Bachelor's degree preferred

Tools

CRM software

Phone systems

Microsoft Word

Microsoft Outlook

Job description

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.

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

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.

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

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

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

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