US Foods Sales Coordinator - Div (Blended: Onsite & Remote) in Manassas, Virginia
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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.
This position has been segmented as blended meaning the work is a combination of approximately 90 percent remote/virtual and 10 percent onsite at any regional location as defined by the role segmentation.
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.
Internal: Sales organization, operations, merchandising, Shared Business services
External: US Foods Customers and vendors
- High School diploma/GED or a combination of education and experience equivalent to a high school diploma.
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
EOE* Race/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Protected Veteran/Disability Status*
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