Customer Contact Representative I (Hybrid: Onsite & Remote)
Company: Disability Solutions
Location: North Las Vegas
Posted on: September 18, 2023
Job Description:
Join Our Community of Food People!Offer a professional approach
to interact and support US Foods customers and sales organization
to deliver an exceptional customer service experience. Provide
support in performing high volume transactions and administrative
duties. Effectively communicate with customers, sellers, and other
internal roles and departments such as; Product Sales Support
Administrator (PSSA), Merchandizing, Operations, Credit,
Transportation and Routing, etc.This position has been segmented as
hybrid meaning the work is a combination of approximately 90
percent remote/virtual and 10 percent onsite at any regional
location as defined by the role segmentation.Typical pay for this
role around $19.00 to $20.50 per hour and may require working some
Sundays.ESSENTIAL DUTIES AND RESPONSIBILITIES Responsible for
providing accuracy and speed in support to customers and sellers
through a variety of administrative activities. 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. Escalate issues to
appropriate parties, as necessary, to ensure proper
resolution.Daily Operations - 80%Focus on the timely and accurate
completion of high-volume customer support transactions including,
but not limited to:
- Service request processing
- Triage shared email box
- Assist with Seller vacation coverage
- Other data entry or administrative duties as assigned
- Handle Inbound/Outbound calls as necessary to backup to support
queueConsistently meet or exceed key performance metrics around
efficiency and quality while demonstrating our US Foods cultural
beliefs.
- Document and maintain accurate customer information in the CRM
system (contact information, preferences, Service Requests,
inquiries, complaints, comments, action taken, etc.).
- Timely and accurate response to requests from both customers
and sellers, strive to resolve issues correctly the first
time.
- Escalate inquiries to appropriate resources (Operations,
Category Management, Finance, Replenishment, etc.) or external
vendors, as needed.
- Maintain ownership of all follow up communication from
escalated inquiriesSales Support - 20%
- Special order processing and tracking
- Sample order processing and tracking
- Assist with the execution of broader sales related initiatives
as specifically requested for the service queueActively participate
in personal development through conversations with leadership and
contributing to the creation of individual development
plans.SUPERVISION No direct reportsRELATIONSHIPS Internal: Sales
organization, operations, merchandising, Shared Business
servicesExternal: US Foods Customers and vendorsQUALIFICATIONS
Education/Training:
- High School diploma/GED or a combination of education and
experience equivalent to a high school diploma.Related Experience:
- One (1) year experience in a relevant customer service/support
role required. Experience in food service distribution
preferred.
- Experience working virtually a plusKnowledge/Skills/Abilities:
- Excellent written and verbal communication skills
- Ability to assist callers in a professional manner
- Must possess strong problem-solving and organizational
skills
- Ability to prioritize workload, meet deadlines and follow
through on commitments
- Intermediate computer skills, including generating simple
letters, data entry, etc. Prior knowledge of CRM tools and/or
telephone systems a plus.
- Ability to learn proprietary US Foods systems eCommerce,
Salesforce.com (SOUS), Demand Communication Tool (DCT), SODS, CDMR,
Tandem, SMOI and CES Quotes
- Working knowledge of Microsoft Office suite and Outlook
required
- Team player who collaborates well with others.
- Ability to work with minimal oversight, demonstrating business
maturity in conduct of daily activities
- Ability to work calmly under pressure
- Ability to learn new processes and technology while working in
a changing environment
- Ability to work with individuals at all levels both within USF
and external customers
- Ability to work overtime during periods of heavier
workload
- Ability to work holidays or virtually if business needs
dictateThe following information is provided in accordance with
certain state and local laws. Compensation depends on experience,
geographic locations, and other factors permitted by law. In
California, the expected compensation for this role is between
$19.00 and $20.50 per hour. In Washington, the expected
compensation for this role is between $19.00 and $20,50 per hour.
This role is also eligible for overtime compensation. Benefits for
this role 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. To
review available benefits, please click here: .***EOE
Race/Color/Religion/Sex/Sexual Orientation/Gender Identity/National
Origin/Protected Veteran/Disability Status***
Keywords: Disability Solutions, North Las Vegas , Customer Contact Representative I (Hybrid: Onsite & Remote), Other , North Las Vegas, Nevada
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