[Remote] Customer Service Rep - Remote- East Coast

Note: The job is a remote job and is open to candidates in USA. Guest Worldwide is a leading global manufacturer and distributor to the Travel and Leisure industry, providing products to over 25,000 hotels in 109 countries. The Customer Service Representative provides support to customers and Territory Managers with the sales of hotel and operational supplies, handling inquiries, processing orders, and resolving issues related to customer orders.ResponsibilitiesAnswer incoming calls and emails from TMs. Research and provide information such as estimated time of arrival (ETA), customer history data, order tracking, delivery issues, proof of delivery, etcProvide customer with order history information (i.e., item #, quantity, etc.) and pricingProcess orders (including new, cancellation or additions to current order), invoices, credits/returns and respond to customers’ inquiriesEnter and update vendor drop ship orders, including vendor manufacturer ID, cost of goods, color specifications, sizes, etcBack Orders – If item is out of stock, check ETA. If not readily available, check availability of stock to determine if shipment can wait, needs to be pulled from another Distribution Center or substituted with a replacement itemResearch and obtain ETA, proof of delivery, shipment tracking and information on returns and other request as neededPrepare and send customer order acknowledgmentsInform TM and customer of standard procedures, order status and/or resolution of problems, if applicable. Follow up, either verbally or in writing to ensure proper customer satisfactionReview and resolve issues with customer orders such as delivery issues, shipment discrepancy and back orders. Review and process Adjustment Request Form or Return Material Authorization following approval. Review any exceptions to Company’s standard shipping policies with managementRegularly participate in Sysco Interactive University (SIU), vendor and other company training programsAccounting – update on orders for Release on HoldPurchasing – tracking and proof of delivery, ETA on drop shipments, items discontinued for delivery replacement itemsSkillsHigh School diploma or GED required2 years' Customer Service experience, including working knowledge of shipping procedures and practices; inventory control processes, procedures and practices; and inventoried product line specifications (dimensions, weight, etc.)Excellent communication (verbal and written), interpersonal and professional interactive skills are necessary to perform at a high degree of proficiencyAbility to effectively present information and respond to questions from suppliers, customers, management and inter-department staffCapable of working with internal staff from other departments in a proactive and constructive mannerCustomer Service – Respond promptly to requests for service and assistance as needed. Follow up as neededPlanning / Organization - Ability to prioritize and manage multiple priorities/deadlines and shift priorities as necessary. Uses time effectivelyProblem Solving - Identifies and resolves problems in a timely manner. Gathers and analyzes information skillfully. Develops alternative solutionsJudgment - Displays willingness to make decisions. Exhibits sound and accurate judgment. Makes timely decisionsProfessionalism - Approaches others in a tactful manner. Reacts well under pressure. Follows through on commitmentsDetail Oriented – Attention to details and accuracyProficient use of MS Windows and Office (Word, Excel, PowerPoint, Access and Outlook) and familiarity in maintaining a customer database and Internet navigationCollege degree preferredCall Center experience a plusCompany OverviewSysco Guest Supply is the world leader in providing products that enhance the hotel guest experience in hotels. It was founded in 1979, and is headquartered in Monmouth Junction, New Jersey, USA, with a workforce of 1001-5000 employees. Its website is https://www.guestsupply.com/home.aspx.