Customer Service Representative

usfoods; United States; Hybrid; USD 23,000 - 36,000; Full time

Benefits offered by this job

Health insurance

401(k) plan

Paid time off

Short-term and long-term disability

Employee stock purchase plan

Life insurance

Job summary

US Foods is seeking an experienced customer service representative to liaison between National Sales customers and the sales team. The role involves handling orders, inquiries, and complaints with a strong emphasis on accuracy and service quality.

Hybrid work arrangement: about 90% remote and 10% onsite at Southeast Region distribution centers, with monthly in-office time for training. Hours are Mon-Fri 8:30–5:00 EST, Sunday rotation possible.

Qualifications

• High School diploma or equivalent required; Bachelor's degree preferred.
• Minimum of three years experience in a customer service call center.
• Experience in food service distribution is a plus.
• Excellent verbal communication and problem resolution abilities.
• Working knowledge of Word and Outlook; CRM/phone technology experience preferred.

Responsibilities

• Receive inbound calls and place outbound calls to provide product/service information and take orders.
• Keep records of customer interactions and transactions and document inquiries and actions taken.
• Resolve service or billing complaints and verify changes to resolve issues.
• Contact customers about inquiries, claim results, and planned adjustments; refer unresolved issues.
• Coordinate same-day deliveries and pickups; respond to routing questions and issues.
• Respond to product inquiries and share new services with customers.
• Prepare invoices for returned goods and compare disputed merchandise with originals.

Skills

Verbal communication

Problem resolution

Customer service

Education

High School diploma or equivalent

Bachelor's degree preferred

Tools

Microsoft Word

Outlook

CRM systems

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 Southeast Region of the United States as follows: West Virginia WV, Roanoke VA, Raleigh NC, Charlotte NC, Fort Mill, SC, Columbia SC, Port Orange FL, Boca Rotan FL, Tampa FL, New Orleans, LA, Jackson MS, Montgomery, AL, Little Rock, AR, Memphis, TN, Knoxville, TN, Atlanta, GA, Middle, TN, 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.

Hours: Mon-Fri 8:30AM EST - 5:00 PM EST with some Sunday rotation. Sunday hours are 9AM EST-4:00 PM EST

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.

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 $17 - $26

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