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.

ESSENTIAL DUTIES AND RESPONSIBILITIES nReceive 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. nnKeep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken. nnResolve customers' service or billing complaints; check to ensure that appropriate changes were made to resolve customers' problems. nnContact 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. nnObtain and examine all relevant information in order to assess validity of complaints and to determine possible causes. nnCoordinate 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. nnRespond to product inquiries from customers. Share new or additional services or products with customers. nnCompare disputed merchandise with original requisitions and information from invoices, and prepare invoices for returned goods. nnContact all customers affected by product recalls and withdrawals. nnRecommend improvements in products, shipping, service, or billing methods and procedures in order to prevent future problems. nnnSUPERVISION nNone nnnRELATIONSHIPS nInternal: Sales, Operations / Distribution / Support nnExternal: Customers nnnQUALIFICATIONS nEducation/Training: High School diploma or equivalent required; Bachelors degree preferred.nnRelated Experience: Minimum of three years experience in customer service call center environment required. Experience in food service distribution a plus. nnKnowledge/Skills/Abilities: Excellent verbal communication skills and problem resolution ability required. Working knowledge of Microsoft Word and Outlook required. CRM / Phone Technology experience preferred.