Customer Service Field Representative

McLane Company - Sturtevant, WI3.4

This position is responsible for developing, coordinating, and maintaining strong customer relationships by interfacing at the field level. As the field representative, this individual ensures the customer knows that McLane values and supports their business and works diligently to anticipate and solve issues. The position involves daily interaction with various foodservice establishments and operators with a focus on relationship building and troubleshooting customer challenges. It also plays a key role maintaining customer satisfaction and proactively identifying future improvement opportunities. The ideal candidate is a dynamic and polished, relationship driven professional with a knowledge and passion for customer advocacy in the foodservice industry.

Other duties may be assigned. A teammate in this position must have the ability to:

Meet regularly with customers and other departments to discuss issues and objectives to achieve goals within assigned area.
Resolve outstanding issues in a timely manner.
Develop an ongoing dialogue with divisions that promotes idea sharing, faster customer communication, team building and issue resolution for the customer’s benefit.
Participate in store visits with customers for the purpose of observing service conditions to meet and exceed expectations as defined within the service agreement.
Follow up on all requests (verbal or electronic) from customers, teammates and McLane Company within areas related to the service program.
Maintain a flexible work schedule to meet the needs of McLane and specific customers.
Serve as a customer advocate who proactively identifies opportunities for service improvement while also educating customers on distribution capabilities for the purpose of obtaining operational efficiencies and reducing customer imposed barriers that make deliveries more challenging.
Assist in providing an introduction of McLane to new owners/customers, new customer setup
Keep an active involvement with supply chain services on new and discontinued products and problem situations, which might arise with products.
Maintain knowledge of all special and automatic shipments for accounts.
Represent the department in the absence of the manager.

A teammate in this position must:
Possess a high school diploma; college degree preferred
Have two years experience working with customers at all levels
Be a self-starter with strong communication skills who requires minimal supervision
Have great organizational, troubleshooting and follow up skills
Have good presentation, listening, verbal and writing skills.
Have experience in conflict resolution.
Be able to work with and communicate with many different reporting level groups, to include McLane customers (store managers), drivers, customer service, and peers.
Have the ability to effectively present information and respond to questions from groups of managers, customers, vendors and teammates.
Be able to define problems, collect data, establish facts and draw valid conclusions.
Be able to work in diverse, fast paced environment.
Be skilled in Microsoft Excel, Word, PowerPoint and other McLane systems and programs.
Have the ability to manage a large geographical area of customers
Be able to travel extensively throughout the assigned region with frequent nights away from home
Possess a valid driver’s license and a good driving record.

Significant travel (average 50% - 70%), with an emphasis toward automobile transportation
Walking, standing, sitting
McLane offers competitive pay and benefits including medical, dental, vision, life insurance, STD/LTD and 401(k).


Candidates must pass a background check, drug screen and other job requirements.
McLane is an EOE AA M/F/Vet/Disability.