Customer Contact Representative III Portland/Spokane (Blended: Onsite & Remote)

US Foods, Inc.

Portland Oregon

United States

Information Technology
(No Timezone Provided)

Join Our Community of Food People! Provide resolution of requests which aid to support US Foods customers and sellers in a timely manner. Address inquiries and requests which proactively identifies profit improvement opportunities for customers through knowledge of US Foods products, systems and tools. Acts as a reference for other team members to solve advanced problems and provides analytical and business support for preparation of customer visits or improved customer strategy.Support Sellers in preparing for customer visits/business reviews. Produce analytical reports to uncover potential selling opportunities. Proactively identify opportunities to support Sellers in driving profit through analytical review of assigned customer purchases and driving compliance with GPO requirements, conversions and penetration opportunities.This position has been segmented as blended meaning the work is a combination of onsite and remote/virtual as defined by the role segmentation.Daily Operations - 30%Focus on the timely and accurate completion of customer support transactions including, but not limited to:• Assigned Specialty Queue Order Entry & Service Request• Order Guide & Menu Updates, Shopping List Maintenance• Product substitution review (Master List Management)• Product Research• Ensure correct pricing and coordinate customer audits• ATC (Air Traffic Control) Monitoring Sales Support - 40%• Inventory Review - Monitor slow moving inventory and provide analysis to Sellers to escalate with customer as needed. Provide product listings and usage to divisions• Reporting/Analytics - Produce customer-specific reports to facilitate the following; inventory review, service level, recovery response, managing order tracking, duplicate orders, drop shipments, and order exception activity and Less than Minimum (LTM) activity• Financials - Manage billing and accounts receivable for customers, run and distribute A/R concept reports and GPO business reports• Provide other business support to Sellers as requested Customer Retention - 30%• Customer Business Reviews (CBR) - Assist sellers with preparation of customer business analysis, product research and recommendation for profitability, and other internal reporting as requested to support the management of the customer or service level agreement• Chain Business Support - Acts as primary liaison within the customer service team and Chain Concept team to manage the following activity specific to chain customers; escalate issues, primary contact for chain customers, administration reporting, addresses routing and delivery issues, new customer openings, train new locations and contacts for existing concepts, research credit requests• Logistics Planning/Inventory - Coordinate LTOs and new/discontinued items. Track LTO items as they are received and during promotion and address potential issues proactively to ensure seamless customer experience.Education/Training:• High School diploma/GED or a combination or education and experience equivalent to a high school diploma.Related Experience:• Four (4) years in a sales support or customer service role maintaining customer relations is required.• Foodservice/distribution experience preferred.• Experience with analytics and preparing presentations to report findingsKnowledge/Skills/Abilities:• Excellent written and verbal communication skills• Ability to assist callers in a professional manner• Ability to prioritize workload, meet deadlines and follow through on commitments• Advanced computer skills including Microsoft Word, Outlook, Excel and PowerPoint required• Ability to learn proprietary US Foods systems eCommerce, Salesforce.com (SOUS), Demand Communication Tool (DCT), SODS, CDMR, Tandem, SMOI and CES Quotes• Must possess strong analytical, problem-solving and organizational skills• Ability to interpret data and translate into actionable steps• Exceptional interpersonal, communication, leadership, cross-functional collaboration and influencing skills• Team player who collaborates well with others.• Ability to work independently and in a collaborative manner, demonstrating business maturity in conduct of daily activities• Ability to work calmly under pressure with limited oversight• Ability to learn new processes and technology while working in a changing environment• Ability to work with individuals at all levels both within USF as well as with our customers• Ability to work overtime during periods of heavier workload• Ability to work holidays if business needs dictate***EOE Race/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Protected Veteran/Disability Status***

Customer Contact Representative III Portland/Spokane (Blended: Onsite & Remote)

US Foods, Inc.

Portland Oregon

United States

Information Technology

(No Timezone Provided)

Join Our Community of Food People! Provide resolution of requests which aid to support US Foods customers and sellers in a timely manner. Address inquiries and requests which proactively identifies profit improvement opportunities for customers through knowledge of US Foods products, systems and tools. Acts as a reference for other team members to solve advanced problems and provides analytical and business support for preparation of customer visits or improved customer strategy.Support Sellers in preparing for customer visits/business reviews. Produce analytical reports to uncover potential selling opportunities. Proactively identify opportunities to support Sellers in driving profit through analytical review of assigned customer purchases and driving compliance with GPO requirements, conversions and penetration opportunities.This position has been segmented as blended meaning the work is a combination of onsite and remote/virtual as defined by the role segmentation.Daily Operations - 30%Focus on the timely and accurate completion of customer support transactions including, but not limited to:• Assigned Specialty Queue Order Entry & Service Request• Order Guide & Menu Updates, Shopping List Maintenance• Product substitution review (Master List Management)• Product Research• Ensure correct pricing and coordinate customer audits• ATC (Air Traffic Control) Monitoring Sales Support - 40%• Inventory Review - Monitor slow moving inventory and provide analysis to Sellers to escalate with customer as needed. Provide product listings and usage to divisions• Reporting/Analytics - Produce customer-specific reports to facilitate the following; inventory review, service level, recovery response, managing order tracking, duplicate orders, drop shipments, and order exception activity and Less than Minimum (LTM) activity• Financials - Manage billing and accounts receivable for customers, run and distribute A/R concept reports and GPO business reports• Provide other business support to Sellers as requested Customer Retention - 30%• Customer Business Reviews (CBR) - Assist sellers with preparation of customer business analysis, product research and recommendation for profitability, and other internal reporting as requested to support the management of the customer or service level agreement• Chain Business Support - Acts as primary liaison within the customer service team and Chain Concept team to manage the following activity specific to chain customers; escalate issues, primary contact for chain customers, administration reporting, addresses routing and delivery issues, new customer openings, train new locations and contacts for existing concepts, research credit requests• Logistics Planning/Inventory - Coordinate LTOs and new/discontinued items. Track LTO items as they are received and during promotion and address potential issues proactively to ensure seamless customer experience.Education/Training:• High School diploma/GED or a combination or education and experience equivalent to a high school diploma.Related Experience:• Four (4) years in a sales support or customer service role maintaining customer relations is required.• Foodservice/distribution experience preferred.• Experience with analytics and preparing presentations to report findingsKnowledge/Skills/Abilities:• Excellent written and verbal communication skills• Ability to assist callers in a professional manner• Ability to prioritize workload, meet deadlines and follow through on commitments• Advanced computer skills including Microsoft Word, Outlook, Excel and PowerPoint required• Ability to learn proprietary US Foods systems eCommerce, Salesforce.com (SOUS), Demand Communication Tool (DCT), SODS, CDMR, Tandem, SMOI and CES Quotes• Must possess strong analytical, problem-solving and organizational skills• Ability to interpret data and translate into actionable steps• Exceptional interpersonal, communication, leadership, cross-functional collaboration and influencing skills• Team player who collaborates well with others.• Ability to work independently and in a collaborative manner, demonstrating business maturity in conduct of daily activities• Ability to work calmly under pressure with limited oversight• Ability to learn new processes and technology while working in a changing environment• Ability to work with individuals at all levels both within USF as well as with our customers• Ability to work overtime during periods of heavier workload• Ability to work holidays if business needs dictate***EOE Race/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Protected Veteran/Disability Status***