Job Description

Responsibilities:

• 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 requisitions and information from invoices, and prepare invoices for returned goods.

• Contact all customers affected by product recalls and withdrawals.

• Recommend improvements in products, shipping, service, or billing methods and procedures in order to prevent future problems.

Qualifications:

Education/Training:

• High School diploma or equivalent required; Bachelor’s degree preferred.

Related Experience:

• Minimum of three years experience in customer service call center environment required. Experience in foodservice distribution is a plus.

Knowledge/Skills/Abilities:

• Excellent verbal communication skills and problem resolution ability required. Working knowledge of Microsoft Word and Outlook is required. CRM / Phone Technology experience preferred.