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Service Operations Representative

2 months ago

Morton Grove, Illinois, United States Bunzl Distribution USA Full time

Customer Support Agent ($21-$23 per hour)

Job Category: Telesales & Customer Service Requisition Number: CUSTO010149

Position Overview

The Customer Support Agent (CSA) plays a crucial role in managing assigned accounts by delivering outstanding service to both internal and external clients. This position is primarily focused on addressing inquiries related to orders, backorders, estimated times of arrival (ETAs), and tracking information. The CSA is expected to ensure complete resolution for every inquiry, acting as the primary contact and liaison with other departments, including Sales Operations and Warehouse Operations.

Key Responsibilities:

  • Investigate and resolve customer issues and complaints effectively.
  • Serve as a dedicated CSA, managing inquiries from initiation to resolution via phone or email.
  • Provide timely responses to all client inquiries, aiming for same-day resolution whenever feasible.
  • Ensure client satisfaction by resolving issues or escalating them as necessary, while maintaining a calm and professional demeanor.
  • Keep clients updated daily on the status of open issues until they are fully resolved.
  • Process manual replenishment orders efficiently.
  • Expedite orders as required to meet client needs.
  • Collaborate effectively within a team to achieve business objectives.
  • Assist clients confidently with eCommerce inquiries related to proprietary products and ordering schedules.
  • Manage multiple client inquiries simultaneously while adhering to Service Level Agreements (SLAs).
  • Be available to work flexible hours between 7 AM and 7 PM (CST), Monday through Friday.
  • Exhibit excellent attention to detail in customer service interactions.
  • Demonstrate a positive attitude and a genuine passion for serving customers.

Qualifications:

  • High School diploma or equivalent, with a minimum of 2 years of customer service experience in a call center setting.
  • Bachelor's degree preferred.
  • Proficient in computer applications, including MS Word, Excel, and email; experience with AS 400 and ServiceNow is a plus.
  • Strong problem-solving skills with the ability to multitask and make sound decisions.

Bunzl is a leading provider in various industries, including Cleaning & Hygiene, Food Processing, Grocery, Health Care, Non-Food Retail, and Safety. With a strong presence across North America, Bunzl North America is headquartered in St. Louis, Missouri, and operates over 100 warehouses, serving all 50 states and beyond.

Benefits:

Bunzl Distribution offers competitive salaries, a supportive work environment, and a comprehensive benefits package, including a 401k plan with company matching.

Commitment to Diversity:

Bunzl Distribution is committed to equal employment opportunities and values diversity in the workplace. We strive to attract and retain the best-qualified individuals without regard to race, color, religion, national origin, sex/gender, sexual orientation, age, disability, or veteran status.