Customer Service Representative - National Sales (Hybrid: Onsite & Remote)

Smart Foodservice Stores; Chicago (IL); Hybrid; USD 26,000 - 41,000; Full time

Job summary

US Foods is seeking a customer service liaison role that primarily works remotely with occasional onsite presence at the local distribution center about once a month. You will receive inbound calls, place outbound calls, and handle orders while documenting all customer interactions.

The role emphasizes problem resolution, product inquiries, and coordination of deliveries with the National Sales team. Requirements include a high school diploma (bachelor's preferred) and at least three years in a

Qualifications

• Education/Training: High School diploma or equivalent; Bachelor's degree preferred.
• Related Experience: Minimum of three years in customer service call center; food service distribution a plus.
• Knowledge/Skills/Abilities: Excellent verbal communication and problem resolution; MS Word and Outlook; CRM/Phone tech experience preferred.

Responsibilities

• Receive inbound calls and place outbound calls to provide information and take orders.
• Keep records of customer interactions and transactions; document inquiries, complaints, and actions.
• Resolve service or billing complaints and ensure proper changes are made to resolve issues.
• Notify customers of claim results and planned adjustments; refer unresolved complaints to the right department.
• Coordinate same-day deliveries and pickups; respond to routing questions.
• Respond to product inquiries and share new services.

Skills

Verbal communication

Problem resolution

Microsoft Word

Outlook

CRM

Phone technology

Education

High School diploma or equivalent

Bachelor's degree preferred

Tools

CRM software

Phone systems

Job description

Join Our Community of Food People!

This position has been segmented as hybrid, meaning the work is a combination of approximately 90% remote/virtual and 10% onsite. Candidates must reside within 50 miles of a US Foods distribution center, regardless of region.

This role will primarily be performed remotely, with onsite attendance at the local distribution center approximately once per month and occasionally as needed for training, meetings, or other business needs.

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.

Schedule

Thursday - Monday; off days: Tuesday/Wednesday 8:00 am - 4:30 pm CT
Schedule subject to change based on business needs

Benefits: Full US Foods Benefits - DAY 1!

• medical
• dental
• vision
• 401K
• life insurance
• and much more!

US Foods is one of the largest food distributors with a culture and history of promoting from within, excellent training programs and a continuous improvement focus.

Main Ingredients of the Job

• 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

What You Bring to the Table

• 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

• 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 $19 - $30

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