Customer Service Representative

1 week ago

Denver, United States Domino's Full time
Job Description

Summary: The Representative – CSR uses standard operating procedures (SOP) to process orders, prepare correspondence, and fulfill customer needs to ensure customer satisfaction. Assists leader with other duties as assigned, i.e., routing, inventory, training newly hired customer service representatives to SOPs, policy, process changes, or updates. Assist with planning functions for team members and conducting new hire orientation if needed. Practices safe work practice.

Hourly Rate: $22.00

Responsibilities and Duties

(50%) Order Processing

  • Process and verify store orders, add-ons, and pickups using standard process flow and SOPs to ensure store orders are accurate and prepared timely for routing and warehouse loading
  • Ensure CSRs adhere to information from WRC related to order processing for product allocations or auto-shipments
  • Prepare orders in WMS and prepare pertinent reports for loading and production
  • Prepare route packages for drivers
  • Coordinate and disseminate corporate, marketing, and other company information to the stores as requested
  • Assist with the routing of trucks where applicable
  • Ensure understanding of billing, credits, and inventory
  • Prepare inter-commissary transactions or special orders as needed on a timely basis
  • Be a key player during a Business Continuity event

(20%) Customer Service

  • Receive and resolve customer requests, concerns, and complaints in a professional and timely manner
  • Contact stores to advise them of any changes to routing schedules, weather, production delays, etc.
  • Use expertise to build strong, healthy relationships with stores and franchisees and create an open and accessible communication route
  • Answer and route departmental calls

(10%) Clerical Support

  • Maintain filing system for invoices, reports, and other customer-related information
  • Maintain a customer contact list
  • Update or add new store information in the order management system
  • Provide clerical support to other departments as needed
  • Assist transportation with routing when necessary

(10%) Credit Process

  • Process credit requests for the Domino's Pizza stores within policy guidelines
  • Research credit requests with appropriate departments
  • Ensure credits are coded appropriately and accurately using the most current program
  • Ensure customer satisfaction by explaining any denied requests

(10%) Additional Administrative Duties as Assigned

This position cross-trains in various administration functions. Additional responsibilities will be assigned as needed. Responsibilities include:

General Accounting

  • Assist with accounts payable
  • Assist in generating weekly keys
  • Provide backup to payroll administrator
  • Assist with accounts receivable and past dues

Inventory

  • Perform inventory counts and reconcile ICL
  • Order vegetable products
  • Maintain vendor credits, working with WRC to obtain accurate credits

Qualifications

  • High School diploma/GED, some college
  • Good interpersonal skills
  • Strong knowledge of customer relations
  • Ability to work independently and as a team
  • 2-4 years of Customer Service experience
  • Excellent communication and organizational skills
  • Ability to handle multiple tasks
  • Strong knowledge of Microsoft Office software
  • Must be able to work nights, weekends, or holidays
  • 2-3 years of bookkeeping or general accounting experience preferred

Additional Information

All your information will be kept confidential according to EEO guidelines.

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