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Customer Contact Representative I (Blended: Onsite and Remote) WER-SYS

Company: US Foods
Location: Fontana
Posted on: September 6, 2021

Job Description:

Join Our Community of Food People!

Offer a professional approach to interact and support US Foods customers and sales organization to deliver an exceptional customer service experience. Provide support in performing high volume transactions and administrative duties. Effectively communicate with customers, sellers, and other internal roles and departments such as; Product Sales Support Administrator (PSSA), Merchandizing, Operations, Credit, Transportation and Routing, etc.

Responsible for providing accuracy and speed in support to customers and sellers through a variety of administrative activities. Work within established guidelines in order to achieve the objectives of the service agreement consistent with customer expectations, company policy and profit and quality requirements. Escalate issues to appropriate parties, as necessary, to ensure proper resolution.

This position has been segmented as blended meaning the work is a combination of onsite and remote/virtual as defined by the role segmentation.

ESSENTIAL DUTIES AND RESPONSIBILITIES 
Focus on the timely and accurate completion of high-volume, lower complexity transactions which include:
1.    Special order processing and tracking
2.    Sample order processing and tracking
3.    Service request processing
4.    Credit and debit memo requests
5.    eCommerce support: new account set-up, customer password reset
6.    Delivery status inquiries (Where’s My Truck)
7.    Product recall contact updates
8.    Other data entry or administrative duties as assigned


Receive inbound calls and place outbound calls to customers to take orders or respond to questions. Process service requests in support of sellers and customers

Obtain and examine all relevant information in order to assess validity of request and follow up as necessary

Make outbound courtesy calls to customers to ensure orders are processed timely, when delivery changes are necessary, or other customer contact is required

Document customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken to support the request

Respond to customer and seller requests in a timely manner, either independently or by escalating to appropriate resources (Operations, Category Management, Finance, Replenishment, etc.) or external vendors, as required. Maintain ownership of all follow up communication from escalated inquiries
Attend department meetings and product or other training to develop personal growth and that for product and vendor knowledge

SUPERVISION 
No direct reports


RELATIONSHIPS 
Internal:     Sales organization, operations, merchandising, Shared Business services
External:     US Foods Customers and vendors


QUALIFICATIONS 
Education/Training: High School diploma or equivalent required, with 1 year of customer service or support experience preferred  

Related Experience:  1-year experience in customer service/ support role or similar responsibilities required.  Experience in food service distribution a plus. Experience working virtually (i.e. from home) 

Tasks:
•    Ability to communicate with customers through various channels
•    Respond promptly to customer and seller inquiries
•    Processing of service requests, credits, orders, product recalls, forms, customer set-up and reminders, reporting and data gathering
•    Communicate and coordinate with colleagues as necessary
•    Ensure customer satisfaction and provide professional customer support

Knowledge/Skills/Abilities: 
•    Excellent written and verbal communication skills 
•    Assist callers in a professional manner
•    Strong concentration and ability problem solve 
•    Comfortable using computers
•    Data entry experience 
•    Working knowledge of Microsoft applications

#LI-EG1
#AC
#ZR
 

***EOE Race/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Protected Veteran/Disability Status***

Keywords: US Foods, Fontana , Customer Contact Representative I (Blended: Onsite and Remote) WER-SYS, Other , Fontana, California

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