Customer Service Representative, Connect

7 months ago

Waterloo, Canada SYSCO FOOD SERVICES Full time

**Customer Service Representative**
- Reports To

Customer Service Manager

Location

Remote

Type

Full Time, Salary

Closing Date

June 13th, 2022
- Hourly Rate

$18.24

**Company Overview**

Sysco connects the world to share food and care for one another. Sysco leads from the heart of food and service to deliver the freshest of foods and ideas to restaurants, healthcare and educational facilities, lodging establishments and other customers who prepare meals away from home. Our customers can count on us to deliver on-point products and solutions since only Sysco is the global leader, sitting at the heart of innovation supply, delivery, culinary and more.With over 57,000 colleagues and a fleet of over 13,000 vehicles, Sysco operates approximately 326 distribution facilities worldwide and serves more than 625,000 customer locations. For fiscal 2022 that ended July 2, 2022, the company generated sales of more than $68 billion USD.Sysco, one of Canada’s Best Employers 2022, as listed by Forbes, is dedicated to our global corporate social responsibility goals and to creating a diverse and inclusive workplace. We offer our colleagues the opportunity to grow personally and professionally, to contribute to the success of a dynamic organization, and to serve others in a manner that exceeds their expectations.Sysco is more than just a place to work. Our passion for food and our customers has made us the industry leader. To remain on top, we will continue to think bigger, work harder and never give up. Are you ready to drive success?-
**Role**:
As a front-line service provider to Sysco’s customers, being their most valued and trusted business partner is paramount to contributing to our success. You will provide information to our customers regarding Sysco products and services, working alongside Sales Associates and Buyers to strive for high quality service, by processing customers’ orders on a scheduled basis and troubleshooting customers’ concerns through active listening and empathy.

**Role Responsibilities**:

- Actively listen to the customer’s needs while providing a personalized experience; show empathy and offer kindness while remaining professional in all interactions.
- Understanding Sysco’s policies and procedures and how to resolve customers’ concerns.
- Create personalized rapport with various Customer Groups and Sales Associates to maximize the customer service experience.
- Assist customers with product returns and credits.
- Collaborate with multiple departments to find solutions and opportunities that support our customer’s needs.
- Proactively notify Customers and Sales Associates of any shortages at the time of ordering and offer suggested substitutes.
- Review order confirmations and action follow up items as needed.
- Proactively contact customers to ensure orders are placed for next day shipping.
- Adhere to daily cut off times for the supported regions.
- Provide requested information such as nutritional content, item details, product availability, inventory levels, and comparable substitutes.
- Handle basic troubleshooting for various Sysco Platforms and 3rd party interfaces.
- Attend ongoing training sessions and support training and onboarding of new associates.
- Use tools and resources provided to confidently complete daily tasks.
- Actively participate in Customer Service events, chats, and meetings.
- Responsible for identifying problems and/or concerns from customers and the ability to communicate effectively to solve them.
- Key in same day deliveries, fill out appropriate forms, and get signatures for same days, past cut-off orders, etc.
- Input orders accurately into the computer system.
- Edit direct orders; when an order is sent over by a customer, notify the customer/Account Executive/Supervisor of any shortages at time of sending and notify the customer of automatic substitutes at time of sending.
- Provide product information directly to customers.
- Assist customers with the process of pickups and credit of product needing to be returned.
- Coordinate the process of special-order items.
- Various clerical duties relating to the sales desk, such as mailing, faxing, photocopying, promotional events tracking, etc.
- Provide assistance to other members of the sales desk team
- Complies with Sysco’s Food Safety Policy and procedures to ensure food safety, quality and legality requirements are met.
- Is willing to work safely with mínimal environmental impact and understands the importance of reporting all hazards, incidents, and environmental spills immediately to their Supervisor.
- Understands that they play an integral role in their own safety and that of their colleagues and is willing to speak out when hazards are present.
- Perform other duties as assigned.

**Qualifications/Skills/Job Requirements (About you)**:

- 1-2 years’ work experience, preferably in a customer service, call center, or food service environment
- High school diploma required
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