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

About the role

This position has been segmented as hybrid, meaning the work is a combination of approximately 90% remote/virtual and 10% onsite. Candidates must reside within 50 miles of a US Foods distribution center, regardless of region. This role will primarily be performed remotely, with onsite attendance at the local distribution center approximately once per month and occasionally as needed for training, meetings, or other business needs. Provide contact and liaison between National Sales customers and the sales team and internal departments.

Responsibilities

• 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 to provide information about products and services, take orders, or 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; verify that appropriate changes were made to resolve problems.
• Contact customers to respond to inquiries or notify them of claim results and any planned adjustments; refer unresolved complaints to designated departments for further action.
• Obtain and examine all relevant information to assess validity of complaints and 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.