Lead Customer Service Representative

Job description

We Deliver the Goods

• Competitive pay and benefits, including Day 1 Health & Wellness Benefits, Employee Stock Purchase Plan, 401K Employer Matching, Education Assistance, Paid Time Off, and much more
• Growth opportunities performing essential work to support America’s food distribution system
• Safe and inclusive working environment, including culture of rewards, recognition, and respect

Position Purpose

Responsible for overseeing customer service team assisting customers with order entries and inquiries regarding the company. In addition, responsible for keeping all customers satisfied and happy with the company as their distributor and to accommodate them as best possible. Solves customer problems of a complex nature and deal with a variety of variables in situations where standardization may not exist. Trains new customer service representatives.

Communicates and interacts with customers, vendors and co-workers professionally ensuring questions are answered accurately and in a timely manner. Functions as a team member within the department and organization, as required, and perform any duty assigned to best serve the company.

Responsibilities may include, but not limited to :

• Coordinate and oversee the input of customer orders, credits and invoicing and ensure accuracy; back up as needed.
• Assist customer service representatives with difficult or complex customer orders and problems, vendors and department interactions.
• Provide informative and professional assistance when working with the public, customers, vendors, and co-workers.
• Lead and train new customer service representatives; facilitate and / or schedule training and Customer Service meetings.
• Develop spreadsheet reports as requested by the Manager, Customer Service.
• Answer questions and assist co-workers with computer problems / questions, word processing and spreadsheet applications.
• Administrative support such as typing documents for sales department.
• Performs other related duties as assigned.

Work Schedule

• Monday through Friday
• 8:30 AM to 5:00 PM
• Half-hour unpaid lunch break

Weekend Rotation

• Participation in a rotating weekend schedule is required.
• ​​​​​​​ Saturday 9:00-1:00, hours are in addition to Monday - Friday
• Sunday if worked, you would get those hours off during the week
• Weekend coverage includes Saturday and Sunday on a rotating basis with other Customer Service team members.
• Weekend shifts are scheduled in advance to ensure balanced coverage across the team.