Customer Service Representative - National Sales (Hybrid: Onsite & Remote)

About the role

This position is hybrid (approximately 90% remote/virtual and 10% onsite). Candidates must reside within 50 miles of a US Foods distribution center. The role is performed primarily remotely, with onsite attendance at the local distribution center about once per month and as needed for training, meetings, or other business needs. The incumbent provides contact and liaison between National Sales customers and the sales team and internal departments, processes incoming orders, and backs up Sales Coordinator roles.

Responsibilities

• 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.
• Receive inbound calls and place outbound calls to customers in order to provide information about products and services, to take orders, or to 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 that appropriate changes were made to resolve customers' problems.
• Contact customers in order to respond to inquiries or to 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 in order to assess validity of complaints and to determine possible causes.
• Coordinate same-day deliveries and pickups for customers.
• Process pickup requests from customers and 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