Customer Experience Agent II at Sysco

Woodridge, Illinois, United States

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Food Service, Restaurant SupplyIndustries

Requirements

High school diploma or equivalent
2 years in a Customer Service function
Customer centric and Internet savvy
Strong MS Office skills
Restaurant supply/commercial food service experience
Call Center experience
Salesforce experience
Emulates professionalism for others to model
Superior time-management skills
Ability to multi-task and stay focused on critical objectives
Positive, can-do attitude
Able to work in a fast paced, closely integrated team in which customer delight, communication, teamwork and flexibility are essential
Ability to write short correspondence
Ability to accurately spell
Ability to speak and write English in a clear, understandable manner
Ability to accurately follow detailed procedures and processes
Ability to work with a diverse group of people
Ability to work comfortably under pressure
Ability to work independently and with a group on various on-going projects simultaneously
Must be able to perform basic arithmetic calculations (e.g., addition, subtraction, multiplication, division, and percentage functions)
Ability to concentrate for extended periods of time
Excellent oral and written communication skills
Ability to plan and organize time and projects efficiently
Excellent critical thinking and problem solving skills
Ability to exchange and furnish information requiring detailed explanations and maintain active discussions with customers and other work groups
Ability to act in an ethical, honest and professional manner at all times
Desire to work independently as well as in a team environment
Maintain discretion with all company information regarding customers, pricing, products, and procedures

Responsibilities

Proactively communicate to all internal and external related parties to exceed customer’s expectations
Able to handle escalated non-management calls
Respond timely and accurately to all incoming customer correspondence along with thorough documentation
Receives customers' requests by telephone, email or chat, analyzes requests, provides information requested or ascertains who best can provide the information, and routes the request to the proper person
Demonstrates ownership of customer requests with follow through, documentation and complete resolution
Assists in returns and replacements as needed
Analyzes transactions, corrects records, and adjusts errors
Provide accurate information regarding pricing and availability of in-stock items
Resolves customer questions related to orders, places orders where opportunity is present
Maintains 92% minimum average in customer service and sales area quality assurance reviews
Has knowledge of product line, prices, delivery time, drop ship items, various marketing promotional services, and similar data, as required
Remain current with product knowledge by attending vendor meetings/training and participating in provided training/education
Proactively identify and communicate areas of department, training and process improvements needed and for areas of company growth
Participate in training support of CSRI where needed
Manage time effectively, meet personal and goals and work effectively with other members of the distribution team
Report any system or product inaccuracies
Follow company policies and procedures
Performs additional duties as assigned

Skills

Key technologies and capabilities for this role

Customer ServiceMS OfficeSalesforceCall CenterProduct KnowledgeOrder ProcessingReturns Management

Questions & Answers

Common questions about this position

What is the compensation for the Customer Experience Agent II role?

The compensation range starts at $19.25 per hour, with actual pay determined by skills, experience, and other factors. You may be eligible to participate in the Company's Incentive Plan.

Where is this position located?

The position is located in ZIP code 60517 with no sales territory and 0% travel required.

What skills and experience are required for this role?

Requirements include a high school diploma or equivalent, 2 years in a Customer Service function, strong MS Office skills, and experience in restaurant supply/commercial food service, call center, or Salesforce.

What is the team environment like at Sysco for this role?

The role involves working in a fast-paced, closely integrated team where customer delight, communication, teamwork, and flexibility are essential, with the ability to work with a diverse group of people.

What makes a strong candidate for this Customer Experience Agent II position?

Strong candidates demonstrate a customer-centric approach, internet savvy, superior time-management, multi-tasking ability, a positive can-do attitude, and experience handling escalated calls with thorough documentation.

Sysco

Foodservice distribution for restaurants and healthcare

About Sysco

Sysco Corporation specializes in foodservice distribution, primarily serving restaurants, healthcare facilities, and educational institutions. The company offers a variety of products and services, including food items, kitchen equipment, and marketing support, tailored to meet the specific needs of its clients. Sysco differentiates itself from competitors by providing comprehensive solutions, such as the "Restaurants Rising Toolkit" during the COVID-19 pandemic, which helps restaurants adapt to new dining trends. The goal of Sysco is to make running a restaurant easier and more profitable for its clients.

Houston, TexasHeadquarters

1970Year Founded

IPOCompany Stage

Food & AgricultureIndustries

Benefits

Health Insurance

401(k) Retirement Plan

401(k) Company Match

Professional Development Budget

Performance Bonus

Risks

Increased competition from tech-driven solutions could impact Sysco's market share.

Reliance on partnerships for technology advancements may pose risks if results are unmet.

Socially responsible investing trends may pressure Sysco to improve ESG standards.

Differentiation

Sysco offers comprehensive B2B solutions, including food products, equipment, and marketing services.

The company provides flexible payment options and waives delivery minimums for scheduled deliveries.

Sysco's 'Restaurants Rising Toolkit' supports restaurants adapting to new dining trends.

Upsides

Sysco can capitalize on the demand for plant-based and alternative protein products.

The rise of ghost kitchens offers Sysco opportunities for specialized supply chain solutions.

Digital transformation in foodservice allows Sysco to enhance service offerings and engagement.

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