Customer Support Representative

Customer Support Representative

Established in 2006 as a division of Golden State Foods, Quality Custom Distribution (QCD) provides custom distribution services to iconic customers throughout the United States. With approximately 3,000 associates, QCD is headquartered in Frisco, Texas, is values-based and provides over 17,000 deliveries a week from 25 Distribution Centers strategically located throughout the country. At QCD, it's all about our people. Our teams are creative, passionate and care about innovatively supporting our customers and developing our teams. Whatever you are an area of expertise, you can be part of a team that's proud of its history and excited for our growth-filled future.

Drive your career forward: Get to know more about how this role makes a big impact on our teams, customers and future.

JOB SUMMARY:

We are looking for a Customer Support Representative to provide excellent support to our iconic customers in the handling and processing of customer orders to ensure they are accurate and efficiently processed through the system to ensure the highest quality customer service. The Customer Support team manages the relationship with the individual stores to which we deliver and provide solutions for any discrepancies and/or updates that may arise.

Shift Details:

Hours will be 10:30am 7:00pm (30 min lunch), Monday and Saturday off

You will be based in our Frisco HQ office.

Who are you?

You have up to 2 years of relevant work experience in customer service or order processing.

This is not a call center, but experience handling various types of customer issues in a sales support capacity is preferred.

Have strong communication skills and a well mannered temperament.

Have a very good phone and email etiquette.

Able to work in high volume, fast paced environment and able to meet daily deadlines.

Knowledge of Salesforce and JDEdwards a plus.

Responsibilities

ESSENTIAL FUNCTIONS:

• Receives and enters customer orders, evaluating and modifying as required, to ensure accurate and complete orders and a high level of customer service. Disseminates information regarding orders, products, promotions, ordering processes (training), etc. (60%)
• Processes a variety of documents, including load plans, bills of lading, driver trip records, order adjustments, variances, special deliveries, credits and debits, shortage reports, and product complaints to meet customer needs and to maintain complete and accurate records (30%)
• Prints and distributes customer order forms to ensure an effective and efficient ordering process reflecting customers' needs and product restrictions. (5%)
• Maintains customer files and records to ensure complete documentation and support Customer Service functions. (5%)
• Performs other related and assigned duties as necessary.

LEADERSHIP/MANAGEMENT RESPONSIBILITY

Not applicable.

PERFORMANCE CATEGORIES

• Productivity/quality standards: accuracy, timeliness, thoroughness
• Productivity/quality standards: delivery efficiency and timeliness
• Productivity/quality standards: customer service/satisfaction and responsiveness
• Attendance and punctuality
• Professional attitude and demeanor
• Customer and vendor relations
• Teamwork within the department and across departments
• Project/assignment standards

Qualifications

MINIMUM QUALIFICATIONS: Education and experience equivalent to:

Education/Certification:

High school diploma or equivalent

Experience:

Up to 2 years of relevant work experience in customer service or order processing.

This is not a call center, but experience handling various types of customer issues in a sales support capacity is preferred.

Strong communication skills, well mannered temperament

Very good phone and email etiquette

Ability to work in high volume, fast paced environment and able to meet daily deadlines.

Knowledge, Skills and Abilities- need to be able to multi task and work 2 systems

Knowledge of (B/basic; J/journey; E/expert):

• Order processing concepts and procedures (J)
• Basic office equipment and machinery (PCs, copiers, fax machines, adding machines, calculators, etc.) (B)
• Products (B)
• Promotions (B)
• Customer service concepts and techniques (B)
• PC word processing/spreadsheet software applications (B)

Skill and ability to:

• Communicate and coordinate effectively with internal and external customers verbally and in writing
• Resolve customer complaints effectively and efficiently
• Work on a flexible schedule
• Work effectively in a general business environment, with a focus on high levels of quality and customer service
• Travel via airplane and drive an automobile
• Act in accordance with GSF's Values and Creed