ARE YOU A CURRENT US FOODS EMPLOYEE? PLEASE APPLY DIRECTLY THROUGH OUR INTERNAL WORKDAY CAREER SITE.

Join Our Community of Food People!

Offer a professional approach to interact and support US Foods customers and sales organization to deliver an exceptional customer service experience. Provide support in performing high volume transactions and administrative duties. Effectively communicate with customers, sellers, and other internal roles and departments such as; Product Sales Support Administrator (PSSA), Merchandizing, Operations, Credit, Transportation and Routing, etc.

We help you make it! In California, the expected compensation for this role is $19.00 per hour.  

Schedule: Sunday, Monday, Wednesday 8:00 am - 4:30 pm

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

ESSENTIAL DUTIES AND RESPONSIBILITIES

Responsible for providing accuracy and speed in support to customers and sellers through a variety of administrative activities. Work within established guidelines in order to achieve the objectives of the service agreement consistent with customer expectations, company policy and profit and quality requirements. Escalate issues to appropriate parties, as necessary, to ensure proper resolution.

Daily Operations – 80%

Focus on the timely and accurate completion of high-volume customer support transactions including, but not limited to:

Service request processing

Triage shared email box

Assist with Seller vacation coverage

Other data entry or administrative duties as assigned

Handle Inbound/Outbound calls as necessary to backup to support queue

Consistently meet or exceed key performance metrics around efficiency and quality while demonstrating our US Foods cultural beliefs.

Document and maintain accurate customer information in the CRM system (contact information, preferences, Service Requests, inquiries, complaints, comments, action taken, etc.).

Timely and accurate response to requests from both customers and sellers, strive to resolve issues correctly the first time.

Escalate inquiries to appropriate resources (Operations, Category Management, Finance, Replenishment, etc.) or external vendors, as needed.

Maintain ownership of all follow up communication from escalated inquiries

Sales Support – 20%

Special order processing and tracking

Sample order processing and tracking

Assist with the execution of broader sales related initiatives as specifically requested for the service queue

Actively participate in personal development through conversations with leadership and contributing to the creation of individual development plans.

SUPERVISION

No direct reports

RELATIONSHIPS

Internal:           Sales organization, operations, merchandising, Shared Business services

External:       US Foods Customers and vendors

QUALIFICATIONS

Education/Training:

High School diploma/GED or a combination of education and experience equivalent to a high school diploma.

Related Experience:  

One (1) year experience in a relevant customer service/support role required.  Experience in food service distribution preferred.

Experience working virtually a plus

Knowledge/Skills/Abilities:

Excellent written and verbal communication skills

Ability to assist callers in a professional manner

Must possess strong problem-solving and organizational skills

Ability to prioritize workload, meet deadlines and follow through on commitments

Intermediate computer skills, including generating simple letters, data entry, etc.  Prior knowledge of CRM tools and/or telephone systems a plus.

Ability to learn proprietary US Foods systems eCommerce, Salesforce.com (SOUS), Demand Communication Tool (DCT), SODS, CDMR, Tandem, SMOI and CES Quotes

Working knowledge of Microsoft Office suite and Outlook required

Team player who collaborates well with others.

Ability to work with minimal oversight, demonstrating business maturity in conduct of daily activities

Ability to work calmly under pressure

Ability to learn new processes and technology while working in a changing environment

Ability to work with individuals at all levels both within USF and external customers

Ability to work overtime during periods of heavier workload

Ability to work holidays or virtually if business needs dictate

Why US Foods

At US Foods, we’re committed to our mission of GREAT FOOD. MADE EASY™ -- providing food products that keep operators ahead of customer demand and services that help them run their operations.

The following information is provided in accordance with certain state and local laws. Compensation depends on experience, geographic locations, and other factors permitted by law.  In California, the expected compensation for this role is $19.00 per hour. This role is also eligible for overtime compensation. 

***EOE Race/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Protected Veteran/Disability Status***