Cust Serv Rep National Sales

This position is hybrid, combining approximately 90% remote/virtual work with 10% onsite at distribution center offices located in the Southeast Region of the United States (within a 50-mile radius of the following locations: West Virginia, Roanoke VA, Raleigh NC, Charlotte NC, Fort Mill SC, Columbia SC, Port Orange FL, Boca Raton FL, Tampa FL, New Orleans LA, Jackson MS, Montgomery AL, Little Rock AR, Memphis TN, Knoxville TN, Atlanta GA, or Middle TN). Onsite work is expected approximately once per month or occasionally for training.

About the role

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 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.

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 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 of experience in a 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.

Schedule

Sunday–Thursday, 8:30 AM EST–5:00 PM EST

Benefits

• Health insurance
• Pre-tax spending accounts
• Retirement benefits
• Paid time off
• Short-term and long-term disability
• Employee stock purchase plan
• Life insurance

Pay

The expected base rate for this role is between $17 - $26 per hour, depending on relevant experience and/or education, specific skills, function, geographic location, and other factors as applicable by law.