Customer Resolution Specialist (Remote)

Job Summary

Foodbuy is the industry’s leading Group Purchasing Organization (GPO) focused on being a world-class provider of foodservice and hospitality purchasing, supply chain and support services, renowned for our great people, our great services and our great results. The BuySmart Support team is a key component of our support services strategy helping Customers across the US and Canada on issues and inquiries related to purchasing. The Resolution Specialist plays a key role with providing support to both Compass Sector Associates (internal customers) and our Foodbuy Members (external customers) with a variety of different support requests.

***Candidate must be able to work any shift within the hours of operation of 7am - 7p Mon - Fri (ET).***

Responsibilities:

• Communicate and live the company’s purpose, core values, and vision
• Interact with customers via inbound, outbound telephone calls, and requests through our Remedy system
• Provide support and education for our purchasing programs and processes. Examples of this:
• Pricing questions
• Quality assurance concerns
• Where to buy products- food and non-food items
• How programs work (linen, chemicals, smallwares, broadliners, etc.)
• Vendor Performance relative to order accuracy, product quality, delivery and customer service
• Use computer system to track, gather information, and/or troubleshoot for resolutions to customer inquiries
• Must be able to meet our Service Level Agreements assigning cases in the system and keep the customers updated on where the case is in the process
• Provide guidance to customers using e-procurement platforms (MyOrders and/or OneSource)- able to interpret product descriptions, support with alternatives, assist customer with adding products to Managed Order guides and provide process for Special Order needs
• Work directly with distributors and manufacturers nationwide to get answers to customers’ questions and provide resolutions for issues that arise
• Escalate issues as appropriate to Supervisor/Manager
• Continually strive for ways to improve effectiveness and efficiency of support services, processes and technology being used to enhance customer experience
• Represent BuySmart Purchasing Support Desk in Supplier and Customer Meetings
• Knowledge of technology required to facilitate day-to-day business and identify process improvement opportunities
• Support all Foodbuy purchasing programs, customers’ needs, and/or strategic initiatives
• Implementation of Foodbuy policies and procedures
• Work on special projects- independently and as part of a team
• Update shared site as information changes and share the knowledge with team.
• Other duties as required

Qualifications:

• Strong knowledge of customer care techniques and processes
• Exceptional analytical and listening skills
• Experience with working in a call center environment
• Collaborative - works well as a member of a team
• Creative problem-solving skills
• Demonstrated ability multi-task while supporting inbound calls & cases
• Flexibility to adapt to ever changing business needs
• Strong verbal and written communications skills. Spanish or French a plus
• High level of Integrity and Ethics
• Advanced computer skill sets in working with MS Office Suite (Word, Excel, PowerPoint, SharePoint, and Outlook)
• Experience in working with Case Management Software (i.e. Remedy) and Phone Queue technology (i.e. Cisco Agent)
• Completion of undergraduate degree and/or equivalent business experience in customer service
• Purchasing/procurement experience a plus
• Hospitality or foodservice experience a plus