Responsibilities: • Receive inbound calls and place outbound calls to customers in order to provide information about products and services, to take orders, or to obtain details of complaints. • Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken. • Resolve customers' service or billing complaints; check to ensure that appropriate changes were made to resolve customers' problems. • Contact customers in order to respond to inquiries or to notify them of claim results and any planned adjustments; refer unresolved customer complaints to designated departments for further action. • Obtain and examine all relevant information in order to assess validity of complaints and to determine possible causes. • Coordinate same-day deliveries and pickups for customers. Process pickup requests from customers and National Sales team. Respond to delivery/routing questions and issues from customers. • Respond to product inquiries from customers. Share new or additional services or products with customers. • Compare disputed merchandise with original requisitions and information from invoices, and prepare invoices for returned goods. • Contact all customers affected by product recalls and withdrawals. • Recommend improvements in products, shipping, service, or billing methods and procedures in order to prevent future problems. Qualifications: Education/Training: • High School diploma or equivalent required; Bachelor’s degree preferred. Related Experience: • Minimum of three years experience in customer service call center environment required. Experience in foodservice distribution is a plus. Knowledge/Skills/Abilities: • Excellent verbal communication skills and problem resolution ability required. Working knowledge of Microsoft Word and Outlook is required. CRM / Phone Technology experience preferred.