Job Description

Overview

Job Title: Member Services Associate

Location: Bellingham MA

Take your career to the next level with NDCP!

Position overview:

This position provides Call Center support via multiple channels (i.e. phone, email) to our NDCP Members (Franchisee’s), Store personnel and NDCP Drivers for products and services supplied through the NDCP.

Schedule8-hour shiftsShifts may start as early as 7:00 AM and end as late as 7:00 PMThe exact schedule will be confirmed during the interview process and is not guaranteed upfrontEmployees work 5 days per week with 2 days offSchedule includes 1 weekend day worked and 1 weekday off

Training and Work ArrangementCandidates will work in the office for the first few weeks of trainingAfter training, the position becomes fully remote

NDCP is a $3 billion supply chain management company serving over 10,000 Dunkin’ locations across the U.S. We’re known for our reliability, performance, and strong team culture.

Why Join NDCP?

• Competitive hourly pay, with bonus potential
• Full benefits: medical, dental, vision, 401(k) with match
• Paid time off, paid holidays, and employee discounts
• Room to grow—career advancement across departments

Benefits you can count on:

National DCP offers a robust benefits suite check out our career page for our full list of benefits

• Medical, dental & vision insurance
• Flexible Spending Account (FSA) / Health Savings Account (HSA)
• Company‑paid life, AD&D, short‑ and long‑term disability
• 401(k) retirement plan with company match
• Paid Time Off (vacation, sick, discretionary) & paid holidays and more!
• Additional benefits: employee assistance programs, discount programs, tuition discount program, and more!

Responsibilities

What you’ll do

Duties and Responsibilities:

1. Appropriately handle questions related to shipment schedules, credit inquiries/requests, status of orders, product specifications, product changes, new product introductions, and promotions
2. Track all calls via incident queue and ensure resolution, follow-up, and closure within 24 – 48 hours via internal ticketing system, unless otherwise determined
3. Process orders in an efficient and accurate manner
4. Provide prompt, professional, and courteous service
5. Facilitate, resolve, and suggest alternative solutions when necessary to meet caller’s expectations
6. Remain customer-focused and communicate in an exemplary fashion by delivering clear and concise information to all customers
7. Have a thorough knowledge of the products and services offered
8. Maintain a strong working knowledge of all NDCP systems and applications to perform daily functions
9. Adhere to all department policies and procedures and meet the minimum performance standards for quality and productivity
10. Participate in non-call activity, including special projects as needed

Qualifications

Qualifications you bring:

• 1. College degree preferred or equivalent experience.
• 1+ year of customer service experience preferred.
• Prefer experience working in a call center.

Physical Demands• Ability to sit for extended periods of time• Ability to operate a computer keyboard and to view a computer screen for extended periods of time• Ability to lift, tug, pull up to fifteen (15) pounds

• Equal Opportunity Employer: NDCP is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.