Position OverviewThis Customer Service Rep I will serve as the principal link between C&S and its customers. This position is responsible for responding to customer inquiries via telephone, email and Customer CRM Platform sites regarding multiple customer requests i.e. ETAs of deliveries, credits, misdelivered products etc. This position will also document and respond to customer complaints and escalates according to established standard operating procedures.Job Description
Answer all inbound customer calls, emails, and Customer CRM Platform requests to meet KPI and service level agreements in compliance with all applicable customer and Company SOPs and objectives. Report, log and communicate customer concerns into a Customer CRM Platform
Process order requests from both internal and external customers while coordinating with the Warehouse and Transportation teams to ensure product is selected and delivered within the C&S and customer contractual agreements.
Conduct product invoicing and credit research while communicating and processing the resolution back to the customer and the Customer Service Management Team
Report, log and communicate all product safety concerns including outdated and product condition to the proper departments with appropriate escalation and time sensitivity.
Address and respond to complaints and assure a resolution is reported to the customer.
Work with Operations on exceptional issues to attempt to locate and deliver a requested product, which includes but is not limited to large delivery discrepancies, shortages, missing pallets, product transfers.
Travel Required:No
Environment
Office : Office Temperature (65F to 75F)
Scheule: Tuesday - Saturday 10:30AM - 7PM EST
Skills
Specialized Knowledge : Basic computer & Microsoft Office skills, effective external communication skills with a strong customer orientation and attention to detail, ability to multi-task in an active call center environment
Special Skills : Ability to work well with others in a fast paced, multi-tasking environment, desire to work to become proficient in following, memorizing and understanding standard operating procedures and practices
Other: : Individuals may serve as a primary contact for other departments during night and weekend shifts
Years Of Experience
0-2 : years of experience in a customer service role
QualificationsHigh School Diploma - General StudiesShift1st Shift (United States of America)CompanyC&S Wholesale Grocers, LLCAbout Our CompanyC&S Wholesale Grocers, LLC is an industry leader in supply chain solutions and wholesale grocery supply in the United States. Founded in 1918 as a supplier to independent grocery stores, C&S now services customers of all sizes, supplying more than 7,500 independent supermarkets, chain stores, military bases and institutions with over 100,000 different products. C&S also proudly operates and supports corporate grocery stores and services independent franchisees under a chain-style model throughout the Midwest, South and Northeast. We are an engaged corporate citizen, supporting causes that positively impact our communities.Working Safely is a Condition of Employment at C&S Wholesale Grocers, LLC. C&S Wholesale Grocers is proud to be an Equal Opportunity and Affirmative Action employer, and considers qualified applicants without regard to race, color, creed, religion, ancestry, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factor under federal, state or local law.Company: C&S Wholesale Grocers, LLCJob Area: Cust Service - CorporateJob Family: SalesJob Type: RegularJob Code: JC0171ReqID: R-258713