Customer Service Representative - Tier 1

Job Summary

The Customer Experience Representative interacts extensively with our customers to develop relationships; ensuring ultimate customer satisfaction and returning customers.

Schedule

This position will be onsite for training purposes for 4 weeks and then transition to a hybrid schedule, working onsite in Woodridge IL 3 days per week and working from home 2 days.

Qualifications

• High school diploma or equivalent
• 1 years in a Customer Service function or related skill
• Customer centric and Internet savvy
• Strong MS Office skills
• Preferred: Restaurant supply/commercial food service experience

Responsibilities

• Proactively communicate to all internal and external related parties to exceed customer's expectations.
• Respond timely and accurately to all incoming customer correspondence along with thorough documentation.
• Receives customers' requests by telephone, email or chat, analyzes requests, provides information requested or ascertains who best can provide the information, and routes the request to the proper person.
• Demonstrates ownership of customer requests with follow through, documentation and complete resolution.
• Aids in returns and replacements as needed.
• Analyzes transactions, corrects records, and adjusts errors.
• Provides accurate information regarding pricing and availability of in-stock items.
• Sells products where opportunity is present.
• Maintains 90% minimum average in customer service and sales area quality assurance reviews.
• Has knowledge of product line, prices, delivery time, drop ship items, various marketing promotional services, and similar data, as required.
• Remains current with product knowledge by attending vendor meetings/training and participating in provided training/education.
• Manages time effectively, meets personal goals and works effectively with other members of the distribution team.
• Reports any system or product inaccuracies timely.
• Follows company policies and procedures.
• Performs other all duties as assigned.

Professional Skills

• Superior time-management skills.
• Ability to multi-task and stay focused on critical objectives.
• A positive, can-do attitude is a must.
• Able to work in a fast paced, closely integrated team in which customer delight, communication, teamwork and flexibility are essential.
• Ability to write short correspondence.
• Ability to accurately spell.
• Ability to speak and write English in a clear, understandable manner.
• Ability to accurately follow detailed procedures and processes.
• Ability to work with a diverse group of people.
• Ability to work comfortably under pressure.
• Ability to work independently and with a group on various on-going projects simultaneously.
• Must be able to perform basic arithmetic calculations (e.g., addition, subtraction, multiplication, division, and percentage functions).
• Ability to concentrate for extended periods of time.
• Excellent oral and written communication skills.
• Ability to plan and organize time and projects efficiently.
• Excellent critical thinking and problem solving skills.
• Ability to exchange and furnish information requiring detailed explanations and maintain active discussions with customers and other work groups.
• Able to act in an ethical, honest and professional manner at all times.
• Desire to work independently as well as in a team environment.
• Maintain discretion with all company information regarding customers, pricing, products, and procedures.

Physical Demands

• Must be able to sit for prolonged periods of time.
• Must be able to bend, reach and stoop occasionally to reach file cabinets, boxes, etc.
• Requires the ability to read written instructions, reports and other documentation.
• The employee must occasionally lift, carry and/or move up to 30 pounds.
• Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• The employee frequently is required to talk or hear.
• The noise level in the work environment is usually light to moderate.

Working Conditions

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• Must be able to sit for prolonged periods of time.
• Must be able to bend, reach and stoop occasionally to reach file cabinets, boxes, etc.
• Requires the ability to read written instructions, reports and other documentation.
• The employee must occasionally lift, carry and/or move up to 30 pounds.
• Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• The employee frequently is required to talk or hear.
• The noise level in the work environment is usually light to moderate.