Hybrid Customer Service Representative – National Sales

at US Foods

• Job title: Customer Service Representative – National Sales
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $17 - $26 per hour
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Rosemont, United States

About the role

• Customer Service Representative for National Sales handling customer inquiries and order processing. Provide liaison between customers, sales team, and internal departments in a hybrid role.

Responsibilities

• 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 Tuesday - Saturday 8:00 am - 4:30 pm CT.
• Receive inbound calls and place outbound calls to customers 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 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 to assess validity of complaints and 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 to prevent future problems.

Requirements

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

Benefits

• Full US Foods Benefits - DAY 1!
• medical
• dental
• vision
• 401K
• life insurance
• short-term and long-term disability
• employee stock purchase plan
• paid time off