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

$39,520 - $42,640/Yr

US Foods Holding - Cleveland, OH

Full-time - Entry Level

Remote - Cleveland, OH

10,001+ employees

Merchant Wholesalers, Nondurable Goods

About the position

The Customer Service Representative for National Sales at US Foods plays a crucial role in providing support to customers and the sales team. This hybrid position involves primarily remote work with occasional onsite presence at distribution centers in the Northeast Region. The representative is responsible for processing orders, addressing customer inquiries, and ensuring service agreements are met, all while maintaining high standards of customer satisfaction and company policies.

Responsibilities

• Receive inbound calls and place outbound calls to customers to provide information about products and services, take orders, or 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 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 the validity of complaints and determine possible causes.
• Coordinate same-day deliveries and pickups for customers. Process pickup requests from customers and the 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 is 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

• Medical insurance
• Dental insurance
• Vision insurance
• 401K
• Life insurance
• Employee stock purchase plan
• Short-term and long-term disability
• Paid time off