Customer Service Representative - National Sales (Hybrid: Onsite & Remote) (Northeast Region) at US Foods

West Chester, Ohio, United States

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Not SpecifiedCompensation

Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

Foodservice, DistributionIndustries

Requirements

High School diploma or equivalent required; Bachelor’s degree preferred
Minimum of three years experience in customer service call center environment required; experience in food service distribution a plus
Excellent verbal communication skills and problem resolution ability required
Working knowledge of Microsoft Word and Outlook required
CRM / Phone Technology experience preferred
Ability to work within a 50-mile distance to listed Northeast Region distribution offices (e.g., Fishers IN, Twinsburg OH, etc.)
Availability for hybrid schedule: approximately 90% remote/virtual and 10% onsite (about 1 time per month or for training)
Schedule: Sunday - Thursday, 7 am - 3 pm (Sunday), 8 am - 4:30 pm (Mon - Thurs)

Responsibilities

Provide contact and liaison between National Sales customers and the sales team and internal departments
Process incoming orders
Receive, evaluate, and respond to written or telephoned customer inquiries in a timely manner
Work within established guidelines to achieve objectives of the service agreement consistent with customer expectations, company policy, and profit and quality requirements
Back up to Sales Coordinator roles
Receive inbound calls and place outbound calls to customers to provide information about products and services, take orders, or obtain details of complaints
Keep records of customer interactions and transactions, recording details of inquiries, complaints, comments, and actions taken
Resolve customers' service or billing complaints; check to ensure appropriate changes were made
Contact customers to respond to inquiries or notify them of claim results and planned adjustments; refer unresolved complaints to designated departments
Obtain and examine relevant information to assess validity of complaints and 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
Compare disputed merchandise with original requisitions and invoice information; 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 to prevent future problems

Skills

Key technologies and capabilities for this role

Customer ServiceInbound CallsOutbound CallsOrder ProcessingSales CoordinationComplaint ResolutionRecord Keeping

Questions & Answers

Common questions about this position

What is the work schedule for this Customer Service Representative role?

The schedule is Sunday - Thursday, with Sunday from 7 am - 3 pm and Monday through Thursday from 8 am - 4:30 pm.

What benefits are offered for this position?

Full US Foods Benefits are available from DAY 1, including medical, dental, vision, 401K, life insurance, and much more.

Is this a remote or hybrid role, and what are the onsite requirements?

This is a hybrid role with approximately 90 percent remote/virtual work and 10 percent onsite at distribution center offices in the Northeast Region within 50 miles of listed locations; most likely in the office 1 time per month or occasionally for training.

What key responsibilities require strong customer service skills for this job?

Key responsibilities include receiving inbound and outbound calls to provide product information, take orders, resolve complaints, process pickups and deliveries, respond to inquiries, and handle product recalls.

What is the company culture like at US Foods?

US Foods has a culture of promoting from within, excellent training programs, and a continuous improvement focus as one of the largest food distributors.

US Foods

Food distribution for restaurants and healthcare

About US Foods

US Foods is a leading food distributor in America, providing a wide range of food products and services to restaurants, healthcare facilities, and other food service operators. The company offers over 350,000 products, including fresh produce and culinary equipment, and operates by purchasing food in bulk and selling it to clients while also offering services like culinary expertise and business consulting. With a strong logistics network that ensures timely deliveries, US Foods also supports clients with solutions like the "Make It Now" platform during challenging times. Additionally, the company is committed to social responsibility, having donated over $32 million in food and supplies for hunger relief during the COVID-19 pandemic.

Rosemont, IllinoisHeadquarters

1853Year Founded

$340.5KTotal Funding

IPOCompany Stage

Food & Agriculture, ConsultingIndustries

10,001+Employees

Benefits

Health Insurance

Paid Time Off

Short-term and Long-term Disability

Employee Stock Purchase Plan

Life Insurance

Flexible Work Hours

Risks

Potential E. coli contamination from Taylor Farms onions could harm US Foods' reputation.

$500 million senior notes issuance increases financial risk if debt obligations aren't met.

Expansion in Buda involves significant capital investment, risking financial strain.

Differentiation

US Foods offers over 350,000 diverse products to meet varied customer needs.

The 'Make It Now' platform aids clients in recovery and reopening efforts.

US Foods provides value-added services like culinary expertise and business consulting.

Upsides

Expansion in Buda, Texas, will create 165 new jobs by December 2026.

Flexible scheduling and seven-day delivery model enhance customer service.

Advancements in cold chain logistics improve perishable food distribution efficiency.

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