About the job
We Deliver the Goods:
- Competitive pay and benefits, including Day 1 Health & Wellness Benefits, Employee Stock Purchase Plan, 401K Employer Matching, Education Assistance, Paid Time Off, and much more
- Growth opportunities performing essential work to support America’s food distribution system
- Safe and inclusive working environment, including culture of rewards, recognition, and respect
Position Details:
Schedule is Monday - Friday from 7:30am - 4:30pm
Position Summary:
The Customer Service Specialist is an action-oriented role for a motivated individual who has an obsession for customer satisfaction and experience with helping customers, passionate about driving process improvement while analyzing systemic issues, and implementing solutions to challenging problems. Under general supervision of the Division President, they will provide exceptional service to the customer through various forms of communication and processes. The Customer Service Specialist is the contact between departments within the organization including Customer Service, Operations, Transportation, Inventory, and several other departments. The ideal candidate will be comfortable in a fast-paced, multi-tasked, high-energy environment. They will be creative and analytical problem solvers with a passion for excellent customer service.
Position Responsibilities:
- Reviews and processes division level credits daily using various programs and current processes, maintaining processing time set by company standards.
- Responds to a variety of inquiries from customers and internal teams via Teams. CCIC, email, telephone or any other means of communication method.
- Conducts account research and resolves issues within the scope of authority.
- Assures that appropriate records are maintained and required reports are prepared in a timely fashion.
- Review assigned reports and take action to resolve issues.
- Enter and retrieves a variety of information using computer terminal. (DCMS, CCIC, Excel)
- Assists internal and external customers with orders, credits, item information and credit discrepancies.
- Maintains a working knowledge of pricing and product availability.
- Assures customer service levels are maintained according to company standards.
- Professional communication skills (phone, interpersonal, written, verbal, etc.).
- Maintains a positive and professional demeanor and portrays the company in a positive light.
- Proactively communicates system and process issues, and customer feedback trends to management.
- Ability to establish priorities, high level multitask, work independently, and proceed with objectives without supervision.
- Exceeds customer expectations by going above and beyond.
- Other duties as assigned.
Desired Skills:
- Excellent communication skills are required to respond to a variety of customer inquiries, request, and complaints.
- Ability to prioritize multiple tasks and deal effectively with interruptions.
- Ability to perform detailed data entry work accurately and efficiently within deadlines.
- Ability to understand, interpret and explain company procedures related to products and pricing as required.
- Provide professional and courteous communication and follow-up when dealing with direct and indirect customers.
- Experience working under pressure in a fast-paced work environment while consistently meeting standards for productivity and quality.
- Advanced computer skills using a variety of software including Microsoft Excel for reporting and analysis.
- Ability to manage competing priorities.
Qualifications
- High School Diploma/GED required or equivalent work experience
- 1-2 years of related customer service, client management and troubleshooting experience
- 1-2 years of experience using Microsoft Outlook and phone experience
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