Customer Contact Representative I (Hybrid: Onsite & Remote)

Company: US Foods
Location: Ogden
Posted on: September 19, 2023

Job Description:

ARE YOU A CURRENT US FOODS EMPLOYEE? PLEASE APPLY DIRECTLY THROUGH OUR INTERNAL WORKDAY CAREER SITE. 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.This position has been segmented as hybrid meaning the work is a combination of approximately 90 percent remote/virtual and 10 percent onsite at any regional location as defined by the role segmentation.Typical pay for this role is around $18 - $19.50 per hour depending on location and experience. ESSENTIAL DUTIES AND RESPONSIBILITIES 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.Daily Operations - 80%Focus on the timely and accurate completion of high-volume customer support transactions including, but not limited to:Service request processingTriage shared email boxAssist with Seller vacation coverageOther data entry or administrative duties as assignedHandle Inbound/Outbound calls as necessary to backup to support queueConsistently meet or exceed key performance metrics around efficiency and quality while demonstrating our US Foods cultural beliefs.Document and maintain accurate customer information in the CRM system (contact information, preferences, Service Requests, inquiries, complaints, comments, action taken, etc.).Timely and accurate response to requests from both customers and sellers, strive to resolve issues correctly the first time.Escalate inquiries to appropriate resources (Operations, Category Management, Finance, Replenishment, etc.) or external vendors, as needed.Maintain ownership of all follow up communication from escalated inquiriesSales Support - 20%Special order processing and trackingSample order processing and trackingAssist with the execution of broader sales related initiatives as specifically requested for the service queueActively participate in personal development through conversations with leadership and contributing to the creation of individual development plans. SUPERVISION No direct reports RELATIONSHIPS Internal:
Sales organization, operations, merchandising, Shared Business servicesExternal:
US Foods Customers and vendors QUALIFICATIONS Education/Training: High School diploma/GED or a combination of education and experience equivalent to a high school diploma.Related Experience:
One (1) year experience in a relevant customer service/support role required.
Experience in food service distribution preferred.Experience working virtually a plusKnowledge/Skills/Abilities:Excellent written and verbal communication skillsAbility to assist callers in a professional mannerMust possess strong problem-solving and organizational skillsAbility to prioritize workload, meet deadlines and follow through on commitmentsIntermediate computer skills, including generating simple letters, data entry, etc.
Prior knowledge of CRM tools and/or telephone systems a plus.Ability to learn proprietary US Foods systems eCommerce, Salesforce.com (SOUS), Demand Communication Tool (DCT), SODS, CDMR, Tandem, SMOI and CES QuotesWorking knowledge of Microsoft Office suite and Outlook requiredTeam player who collaborates well with others.Ability to work with minimal oversight, demonstrating business maturity in conduct of daily activitiesAbility to work calmly under pressureAbility to learn new processes and technology while working in a changing environmentAbility to work with individuals at all levels both within USF and external customersAbility to work overtime during periods of heavier workloadAbility to work holidays or virtually if business needs dictateThe following information is provided in accordance with certain state and local laws. Compensation depends on experience, geographic locations, and other factors permitted by law.
In California, the expected compensation for this role is between $18.00 and $20 per hour.
In Washington, the expected compensation for this role is between $18.00 and $19.00 per hour .
This role is also eligible for
Benefits for this role include health insurance, pre-tax spending accounts, retirement benefits, paid time off, short-term and long-term disability, employee stock purchase plan, and life insurance.
To review available benefits, please click here: https://www.usfoods.com/careers/benefits.html . ***EOE Race/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Protected Veteran/Disability Status***

Keywords: US Foods, Ogden , Customer Contact Representative I (Hybrid: Onsite & Remote), Other , Ogden, Utah