Customer Service Rep - Remote- East Coast

Position Summary The Customer Service Representative provides customer and Territory Manager (TM) support with the sales of hotel and operational supplies. Primary Responsibilities Answer incoming calls and emails from TMs. Research and provide information such as ETA, customer history data, order tracking, delivery issues, proof of delivery. Provide customer with order history and pricing information. Process orders (new, cancellation, additions), invoices, credits/returns, and respond to customer inquiries. Enter and update vendor drop‑ship orders including manufacturer ID, cost, color, and sizes. Handle back orders: check ETA, availability, orchestrate shipment or substitute replacement items. Research and obtain ETA, proof of delivery, shipment tracking and information on returns and other requests. Prepare and send customer order acknowledgments. Inform TM and customer of standard procedures, order status, resolution of problems; follow up verbally or in writing. Problem Resolution Review and resolve issues with customer orders such as delivery issues, shipment discrepancies, and back orders. Process Adjustment Request Form or Return Material Authorization following approval. Review any exceptions to the company’s standard shipping policies with management. Training Participate regularly in Sysco Interactive University (SIU), vendor and other company training programs. Communicate Regularly with Internal Departments Accounting – update on orders for Release on Hold. Purchasing – track and confirm proof of delivery, ETA on drop shipments, and handle items discontinued for delivery replacement items. Minimum Education, Including Degrees & Certifications High School diploma or GED required. College degree preferred. Minimum Experience (Years & Type of Experience) 2 years’ Customer Service experience, including working knowledge of shipping procedures and practices; inventory control processes, procedures and practices; inventoried product line specifications. Call Center experience a plus. Skills & Abilities Excellent communication (verbal and written), interpersonal and professional interactive skills; ability to effectively present information and respond to questions from suppliers, customers, management and inter‑department staff; proactive and constructive work with internal staff. Customer Service – respond promptly to requests for service and assistance as needed; follow up as needed. Planning / Organization – ability to prioritize and manage multiple priorities/deadlines; uses time effectively. Problem Solving – identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions. Judgment – displays willingness to make decisions; exhibits sound and accurate judgment; makes timely decisions. Professionalism – approaches others in a tactful manner; reacts well under pressure; follows through on commitments. Detail Oriented – attention to details and accuracy. Proficient use of MS Windows and Office (Word, Excel, PowerPoint, Access, Outlook); familiarity with maintaining a customer database and Internet navigation. Physical Demands & Work Environment The physical, mental, and environmental conditions in which the work is performed include: Regularly requires sitting, standing, walking, and using hands and fingers to operate a computer keyboard, mouse, and telephone to talk and hear. Frequently required to sit, reach with hands and arms; may occasionally lift or move up to 20 pounds. Primarily works in an office environment; moderate noise level. May require evening and weekend work depending on business needs. Equal Opportunity Employer Guest Worldwide is an Equal Opportunity Employer – M/F/Veteran/Disability/Sexual Orientation/Gender Identity. General Information This job description indicates in general terms the type and level of work performed as well as the typical responsibilities of employees in this classification. The duties described are not to be interpreted as being all-inclusive to any specific employee. Management reserves the rights to add, modify, change or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the essential functions of the job. Nothing in this position description changes the at-will employment relationship existing between the Company and its employees. This job description supersedes prior job descriptions. #J-18808-Ljbffr