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 (within a 50-mile radius of listed locations).

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 service agreement objectives consistent with customer expectations, company policy, and profit and quality requirements. Back up to Sales Coordinator roles.

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 designated schedule, including set workdays, start, and end times.

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, documenting inquiries, complaints, comments, and actions taken.
• Resolve customer service or billing complaints; verify appropriate changes were made to address issues.
• Contact customers to respond to inquiries or notify them of claim results and planned adjustments; escalate unresolved complaints to designated departments.
• Assess 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.
• Respond to delivery/routing questions and issues from customers.
• Address product inquiries from customers and share new or additional services/products.
• Compare disputed merchandise with original requisitions and invoice information; 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 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.
• Working knowledge of Microsoft Word and Outlook required.
• CRM/Phone Technology experience preferred.

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.