Member Services Associate

NDCP Call Center Support Position

Take your career to the next level with NDCP!

Company Overview: National DCP, LLC (NDCP) is hiring talented and driven professionals to join our growing team. We're a $3 billion supply chain leader supporting over 10,000 Dunkin' restaurants across the U.S. Our team powers one of the most recognized quick-service brands through innovative logistics, reliable service, and high-quality product distribution. Known for delivering real value and operational excellence, NDCP is at the forefront of supply chain management—and we're looking for passionate individuals to help us keep moving forward.

Position Overview: This position provides Call Center support via multiple channels (i.e., phone, email) to our NDCP Members (Franchisees), Store personnel, and NDCP Drivers for products and services supplied through the NDCP.

Schedule: 9 AM – 5:30 PM (4 weekdays – plus Saturday).

Why Work with Us? At NDCP, your work matters. We offer a collaborative, people-first environment where your ideas are heard and your growth is supported. From competitive pay and full benefits to career advancement opportunities, we invest in your success—because when you thrive, so do we. Join us and take the next step in a meaningful, rewarding career.

Benefits you can count on: National DCP offers a robust benefits suite. Check out our career page for our full list of benefits

Medical, dental & vision insurance

Flexible Spending Account (FSA) / Health Savings Account (HSA)

Company paid life, AD&D, short and long-term disability

401(k) retirement plan with company match

Paid Time Off (vacation, sick, discretionary) & paid holidays and more!

Compensation salary plus bonus potential

Additional benefits: employee assistance programs, discount programs, tuition discount program, and more!

Responsibilities

What you will do:

1. Appropriately handles questions related to shipment schedules, credit inquiries/requests, and status of orders, product specifications, product changes, new product introductions, and promotions

2. Track all calls via the incident queue and ensure resolution, follow-up, and closure within 24 – 48 hours via internal ticketing system; unless otherwise determined

3. Process orders in an efficient and accurate manner

4. Provide prompt, professional, and courteous service

5. Facilitate, resolve, and suggest alternative solutions when necessary to meet the caller's expectations

6. Remain customer-focused and communicate in an exemplary fashion by delivering clear and concise information to all customers

7. Have a thorough knowledge of the products and services offered

8. Maintain a strong working knowledge of all NDCP systems and applications to perform daily functions

9. Adhere to all department policies and procedures and meet the minimum performance standards for quality and productivity

10. Participate in non-call activity, including special projects as needed

Supervision Exercised: This position has no direct supervisory responsibilities.

Qualifications

What you bring:

1. College degree preferred or equivalent experience.

2. 3+ years of customer service experience preferred.

3. Prefer experience working in a call center.

4. Excellent communication, both verbal and written.

5. Ability to multitask while remaining organized and disciplined with time management

6. Ability to maneuver through various computer screens quickly and able to utilize tools and resources as needed

7. Presents oneself in a positive, professional manner

8. Must be punctual/reliable

9. Ability to work well in a team environment

10. Quality conscious, detail-oriented, and goal-driven

11. Must be able to work flexible hours that can include weekends and holidays

12. Strong computer skills

13. SAP experience preferred

14. Working knowledge of Microsoft products (i.e., Word, Excel)

Equal Opportunity Employer: NDCP is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.