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Customer Contact Representative (Hybrid: Onsite and Remote)

Company: Disability Solutions
Location: Fishers
Posted on: September 11, 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.The Customer Contact Representative position is hybrid meaning the work is a combination of onsite at distribution center offices located anywhere in the Southeast Region of the United States as follows: Indianapolis IN, Cincinnati OH, Wixom MI, Greensburg PA, Manassas VA, Buffalo, NY, Pittston PA, Allentown PA, Bridgeport NJ, Swedesboro NJ, Metro New York, NY, Albany NY, Norwich CT, Seabrook NH, within a 50 mile distance to the listed Distribution Offices.This role will most likely be in the office approximately 1 time per month or occasionally for training. This role is scheduled weekly either Sunday through Thursday from 8am to 5pm ET. This role typically has an hourly rate of $18.00 per hour to $19.00 per hour depending on experience and geographical location within the northeast regionRESPONSIBILITIES 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, (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 dictate#LI-EC1#HYBRID#AC***EOE Race/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Protected Veteran/Disability Status***

Keywords: Disability Solutions, Fishers , Customer Contact Representative (Hybrid: Onsite and Remote), Other , Fishers, Indiana

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