Customer Service Representative

This is a hybrid role combining approximately 90% remote/virtual work and 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). Onsite work is typically 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, and ensure service agreements meet 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/service information, take orders, or address complaints.
• Maintain records of customer interactions, including inquiries, complaints, comments, and actions taken.
• Resolve service or billing complaints and verify that appropriate changes were made.
• 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 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 and products.
• Compare disputed merchandise with original requisitions and invoice details; 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

Monday–Friday, 8:30 AM – 5:00 PM EST, with occasional Sunday rotation (9:00 AM – 4:00 PM EST). This role adheres to a fixed schedule with set workdays, start, and end times.

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, education, skills, function, and geographic location.