Customer Service Representative – Business Account

  • Reports to: Director of Operations
  • Position Type: Full Time Employee
  • Location: Key customer is based in South Florida. Can be a remote position however working daily in Eastern Time Zone is required.
  • English/Spanish Bilingual speakers required
  • Seniority Level: Entry Level Role
  • No supervisory responsibility
  • Industry: Healthcare, Natural/Specialty Foodservice

Job Scope

  • The Business Account Customer Service Representative role supports our business to business relationships for National Accounts in the Foodservice Healthcare channel.
  • Provides customer support to Business Accounts primarily via email and telephone communication.
  • Tracks against our Service Level Agreements with Corporate Partner, Third Party Logistics Partner and Shipping Partner (FedEx).

Essential Functions/Major Responsibilities

  • Track and reconcile meals dispatched vs. meals delivered between our Order Management System and FedEx portal. Generation of a monthly invoice and billing statement for preparation for review by finance
  • Manage disputes and escalations of meals dispatched vs. delivered and manage general exception and dispute management between end customer, Third Party Logistics Partner, Shipping Partner (FedEx) and corporate partner
  • Answer support questions regarding the company ordering portal
  • Review delivery exceptions through FedEx portal
  • Work with Third Party Logistics Partner warehouse to coordinate delivery exceptions & redeliveries.
  • Work with order portal development team to troubleshoot functional issues
  • Customize and run required reports for stakeholders

Specific Job Skills

  • High energy, commitment to superior customer support.
  • Strong Interpersonal, communication, customer service, and time management/organization skills are imperative.
  • Strong written and verbal communication skills required. Clear and courteous writing and speaking style.
  • Good judgment is essential in every interaction. Ability to identify, analyze, and solve problems.
  • Ability to work independently without a lot of direct oversight.
  • Willingness to ask for help as issues arise
  • As this is a new organizational role, willingness to take on more responsibility than what is captured in the job posting as time evolves.

Education and Experience

  • Minimum of 2 years of customer service, preferred in call center environment
  • Minimum of 2 years of Microsoft Outlook Email, Microsoft Excel, Microsoft Word required
  • Some higher education or training in writing and computer skills is preferred.