Customer Service Rep National Sales (Bilingual English/Spanish)

This position is hybrid, combining approximately 90% remote/virtual work with 10% onsite at distribution center offices located within a 50-mile radius of the following Central Region locations: Bismarck ND, Grand Forks ND, Plymouth MN, Milwaukee WI, Chicago IL, Streator IL, Aurora IL, Iowa City IA, St Louis MO, Salem MO, Omaha NE, Grand Island NE, Kansas City KS, Denver CO, Oklahoma City OK, Dallas TX, Austin TX, Houston TX, Lubbock TX, or Albuquerque NM. Onsite presence is expected approximately once per month or occasionally for training.

About the role

Serve as the primary 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 resolution within established guidelines to meet service agreements, customer expectations, company policy, and profit and quality requirements. This role also provides backup support 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 corrective actions were implemented.
• Contact customers to respond to inquiries, notify them of claim results, or communicate planned adjustments; escalate unresolved complaints to designated departments.
• Assess the validity of complaints by obtaining and 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 and routing questions or issues from customers.
• Respond to product inquiries from customers.
• Inform customers about new or additional services or products.
• Compare disputed merchandise with original requisitions and invoice details 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.

Requirements

• High School diploma or equivalent required; Bachelor’s degree preferred.
• Minimum of three years of experience in a customer service call center environment.
• Experience in food service distribution is a plus.
• Excellent verbal communication and problem-resolution skills.
• Working knowledge of Microsoft Word and Outlook.
• CRM or phone technology experience preferred.

Schedule

Sunday, Monday, Thursday - Saturday, 8:00 AM CT - 4:30 PM CT with Tuesday and Wednesday off.

Benefits

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

For more details, visit US Foods Benefits.

Pay

The expected base rate for this role is between $19 - $30 per hour, depending on relevant experience, education, specific skills, function, and geographic location.