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 (West Virginia, Virginia, North Carolina, South Carolina, Florida, Louisiana, Mississippi, Alabama, Arkansas, Tennessee, Georgia) within a 50-mile distance of listed distribution offices. Onsite presence is typically required about once per month or occasionally for training.

About the role

Serve as the contact and liaison between National Sales customers and the sales team, as well as internal departments. Process incoming orders, handle customer inquiries via phone or written communication, and ensure timely responses. Work within established guidelines to meet service agreement objectives, customer expectations, company policies, and profit and quality requirements. This role also serves as a backup to Sales Coordinator positions.

Responsibilities

• Receive inbound calls and place outbound calls to customers to provide product and service information, take orders, or address complaints.
• Maintain records of customer interactions, including inquiries, complaints, comments, and actions taken.
• Resolve customer service or billing complaints and verify that appropriate changes were made.
• Contact customers to respond to inquiries or notify them of claim results and planned adjustments; escalate unresolved complaints to designated departments.
• Assess the validity of complaints by examining relevant information to determine possible causes.
• Coordinate same-day deliveries and pickups for customers.
• Process pickup requests from customers and the National Sales team.
• Address delivery, routing, and product inquiries from customers.
• Inform customers about new or additional services or products.
• Compare disputed merchandise with original requisitions and invoice information to prepare invoices for returned goods.
• Contact customers affected by product recalls and withdrawals.
• Recommend improvements in products, shipping, service, or billing methods to prevent future issues.

This role follows a designated schedule with set workdays, start and end times.

Relationships

• Internal: Sales, Operations, Distribution, Support teams.
• External: Customers.

Qualifications

• Education/Training: High School diploma or equivalent required; Bachelor’s degree preferred.
• Related Experience: Minimum of three years in a customer service call center environment required. Experience in food service distribution is a plus.

Skills

• Excellent verbal communication and problem-resolution abilities.
• Working knowledge of Microsoft Word and Outlook.
• CRM and phone technology experience preferred.

This role is eligible for overtime compensation.

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 and $26 per hour, depending on relevant experience, education, specific skills, function, geographic location, and other applicable factors.

Schedule

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