Customer Service Representative II

JOB SUMMARY

This is a sales support position responsible for providing direct support to all sales colleagues and customers. As a Customer Service Representative, the goal is to assist and help resolve all customer needs as quickly and accurately as possible. This colleague plays a vital role in supporting customer needs and fostering strong relationships with clients. This position involves assisting customers with inquiries, resolving concerns, and providing tailored product or service recommendations specific to the specialty sales sector.

RESPONSIBILITIES

As the first point of contact, the Customer Service Representative is responsible for delivering exceptional service while maintaining professionalism and ensuring client satisfaction. This role requires effective communication, problem-solving abilities, and a keen understanding of customer needs. The representative collaborates closely with sales teams, departments, and distribution partners to coordinate processes and maximize sales opportunities.

• Can perform the Customer Service Level I responsibilities.  These responsibilities include but are not limited to:  handling simple requests and administrative job duties of the department such as key pick-up requests, transportation and routing regarding delivery questions, processes will-call orders, provide customers with invoice copies, processes credit requests, maintains call list, order edit reports, supports new customer onboarding, answering general incoming phone calls, answer concerns and needs by communicating regularly with all customers, interdepartmental staff and sales colleagues.

• Has been fully trained and onboarded with expert product knowledge and system fluency, beginning to influence interdepartmental collaboration and support new colleague training.

• This role is the key contributor to Sales Consultant vacation coverage and all duties for seamless customer support in their absence.

• Handles complex issues such as escalated customer requests and immediate sales support needs.

• Proficient in all technical resource core computer systems and resources available to create solutions.

• This role is assigned specific unique duties related to independent contribution to increase department capacity and productivity.

• Performs other duties as directed by management.

EDUCATION

High school diploma or equivalent.

EXPERIENCE

1 year prior outside foodservice sales coordination or customer support experience

Preferred: Previous call center experience

SKILLS

Strong verbal and written communication skills and the ability to present information clearly and professionally.

Able to work in a fast pace environment

Problem solving proficiency: Resourcefulness in finding solutions and managing challenges

Attention to detail and ability to manage multiple tasks simultaneously.

Resilience in handling changing priorities or unexpected situations

Ability to sit and work at a PC for extended periods

Basic computer skills, including proficiency in common office applications.

Proactive in contributing to personal growth and organizational success.