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Service Operations Representative
2 months ago
Join the Leading Pizza Brand
Become part of the top pizza company globally and advance your career.
Position SummaryThe Customer Service Representative (CSR) is responsible for utilizing established procedures to manage orders, prepare communications, and meet customer needs to guarantee satisfaction. This role also involves assisting management with various tasks, such as routing, inventory management, and training new customer service representatives on standard operating procedures (SOPs) and policy updates. Additionally, the CSR may help organize functions for team members and conduct orientation for new hires as necessary, while adhering to safe work practices.
Employment Type: Full-time
Compensation: Hourly Rate - $19/hr
Work Schedule: Monday to Friday (Occasional Sundays), 6 AM - 4 PM
Key ResponsibilitiesOrder Management (50%)
- Process and confirm store orders, add-ons, and pickups following standard procedures to ensure accuracy and timely preparation for routing and loading.
- Ensure compliance with information from the WRC regarding order processing for product allocations or auto-shipments.
- Utilize WMS to prepare orders and generate necessary reports for loading and production.
- Compile route packages for delivery drivers.
- Disseminate corporate, marketing, and other relevant information to stores as needed.
- Assist with truck routing when applicable.
- Maintain understanding of billing, credits, and inventory processes.
- Prepare inter-commissary transactions or special orders promptly.
- Act as a key contributor during Business Continuity events.
Customer Engagement (20%)
- Address and resolve customer inquiries, concerns, and complaints in a professional and timely manner.
- Communicate with stores regarding any changes to routing schedules, weather impacts, or production delays.
- Leverage expertise to foster strong relationships with stores and franchisees, ensuring open lines of communication.
- Manage and route departmental calls effectively.
Administrative Support (10%)
- Maintain an organized filing system for invoices, reports, and customer-related documents.
- Keep an updated customer contact list.
- Update or add new store information in the order management system.
- Provide clerical assistance to other departments as required.
- Support transportation routing when necessary.
Credit Processing (10%)
- Handle credit requests for Domino's Pizza stores in accordance with policy guidelines.
- Investigate credit requests with relevant departments.
- Ensure accurate coding of credits using the latest software.
- Maintain customer satisfaction by clearly explaining any denied requests.
Additional Duties (10%)
- This position involves cross-training in various administrative functions, with additional responsibilities assigned as needed, including:
- General Accounting: Assist with accounts payable, generate weekly keys, provide backup for payroll administration, and support accounts receivable and past due processes.
- Inventory Management: Conduct inventory counts, reconcile ICL, order vegetable products, and maintain vendor credits while collaborating with WRC for accurate credits.
- High School diploma or GED; some college education preferred.
- Strong interpersonal skills.
- Extensive knowledge of customer relations.
- Able to work independently and collaboratively within a team.
- 2-4 years of experience in customer service.
- Excellent communication and organizational abilities.
- Capability to manage multiple tasks efficiently.
- Proficient in Microsoft Office software.
- Availability to work nights, weekends, or holidays as required.
- 2-3 years of bookkeeping or general accounting experience is preferred.
- Competitive wages.
- Paid holidays and vacation.
- A positive work environment.
- Benefits effective from the first day of employment.
- 401k matching contributions.
- Employee stock purchase discount.
- Company bonuses.
- Referral bonuses.
Your information will be kept confidential in accordance with EEO guidelines.
