Customer Service Rep II

McLane Company - Manassas, VA (30+ days ago)3.5


/ GENERAL DESCRIPTION:
This position is responsible for obtaining customer orders in a timely manner and meeting deadlines, all while providing exceptional customer service.

ESSENTIAL JOB FUNCTIONS / PRINCIPAL ACCOUNTABILITIES:
Other duties may be assigned. A teammate in this position must have the ability to:
  • Secure Manual food orders and/or work with Sourcelink failed calls using JDE and PCM software.
  • Contact customers as necessary when we are unable to secure their automated order.
  • Be vigilant in manning inbound phone queue to assure inbound customer calls are handled with minimum hold times.
  • Polling automated orders that were not secured via their first computer call.
  • Assist customers with problems associated with the automatic order taking process, i.e. resetting modems or referring them to the appropriate Help Desk.
  • Keep abreast of current promotions and tests and be able to provide customers with product and item number information.
  • Maintain a high level of customer service.
  • Make sure deadlines for each individual Distribution Center are met and each customer has had appropriate attempts to secure their food order.
  • Process automated orders that have "exceptions" that is: will not post.
  • Cover phone help desk to assist customers and CSR's with item number questions, add-ons to food orders, or other customer issues.
  • Review unsecured orders at deadline and make a final attempt to collect a manual order.
  • Follow DC directions for final processing of any outstanding orders (move to DC, duplicate or no order).
  • Secure all orders before we leave regardless of the time of day.
MINIMUM QUALIFICATIONS AND REQUIREMENTS:A teammate in this position must:
  • Have High School Diploma or GED.
  • Be able to speak, read and understand the English language.
  • Be able to successfully pass a physical capabilities test, drug screen and criminal background check.
  • Have excellent customer service skills.
  • Have good computer and ten key skills.
  • Have strong listening, verbal and written communication skills.
  • Have schedule flexibility.
  • Have organizational skills.
  • Have previous customer service experience and knowledge of foodservice distribution process is preferred.
WORKING CONDITIONS:
  • Office environment.
VA-Manassas

McLANE BENEFITS
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.