CUSTOMER RESOLUTION SPECIALIST (REMOTE)Click Here to Apply OnlineJob Description Salary: $21.00 – 24.00 hr. commensurate with experience Who is Foodbuy?We are the industry leader in procurement and supply chain solutions. We are the subsidiary to the 6th largest company in the world (Compass Group PLC), yet Foodbuy has the feel of a small entrepreneurial Company. We pride ourselves on our ability to source and provide a variety of products and services that help our customers more easily, and cost effectively, run their businesses. We work with clients in the Hospitality, Restaurant, Healthcare, Education, Entertainment, and Gaming industries, and of course we support Compass Group– which is the world’s largest contract food and support services provider. Why Foodbuy?We care about our associates, our clients, and our community. We think big, encourage innovation and debate, and seek out game changers. Our benefits and PTO offerings are strong. Our compensation packages are competitive. And we are constantly growing, and we want our associates’ careers to grow along with us. We have an open and modern work environment, believe in flexibility, and promote a collaborative open door environment. Additionally, we follow a value system called People FIRST, which stands for Flexibility, Inclusion, Results, Sustainability and Transparency. People FIRST is the foundation for everything we do at Foodbuy. It is how we connect and interact with our clients, business partners and fellow associates.Job SummaryFoodbuy 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 visionInteract with customers via inbound, outbound telephone calls, and requests through our Remedy systemProvide support and education for our purchasing programs and processes. Examples of this:Pricing questionsQuality assurance concernsWhere to buy products- food and non-food itemsHow programs work (linen, chemicals, smallwares, broadliners, etc.)Vendor Performance relative to order accuracy, product quality, delivery and customer serviceUse computer system to track, gather information, and/or troubleshoot for resolutions to customer inquiriesMust 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 processProvide 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 needsWork directly with distributors and manufacturers nationwide to get answers to customers’ questions and provide resolutions for issues that ariseEscalate issues as appropriate to Supervisor/ManagerContinually strive for ways to improve effectiveness and efficiency of support services, processes and technology being used to enhance customer experienceRepresent BuySmart Purchasing Support Desk in Supplier and Customer MeetingsKnowledge of technology required to facilitate day-to-day business and identify process improvement opportunitiesSupport all Foodbuy purchasing programs, customers’ needs, and/or strategic initiativesImplementation of Foodbuy policies and proceduresWork on special projects- independently and as part of a teamUpdate shared site as information changes and share the knowledge with team.Other duties as requiredQualifications:Strong knowledge of customer care techniques and processesExceptional analytical and listening skillsExperience with working in a call center environmentCollaborative – works well as a member of a teamCreative problem-solving skillsDemonstrated ability multi-task while supporting inbound calls & casesFlexibility to adapt to ever changing business needsStrong verbal and written communications skills. Spanish or French a plusHigh level of Integrity and EthicsAdvanced 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 servicePurchasing/procurement experience a plusHospitality or foodservice experience a plusApply to Foodbuy todayFoodbuy is a member of Compass Group USAClick here to Learn More about the Compass StoryCompass Group is an equal opportunity employer. At Compass, we are committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law.Qualified candidates must be able to perform the essential functions of this position satisfactorily with or without a reasonable accommodation. Disclaimer: this job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position. While this is intended to be an accurate reflection of the position posted, the Company reserves the right to modify or change the essential functions of the job based on business necessity. We will consider for employment all qualified applicants, including those with a criminal history (including relevant driving history), in a manner consistent with all applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York Fair Chance Act. We encourage applicants with a criminal history (and driving history) to apply.Applications are accepted on an ongoing basis.Foodbuy maintains a drug-free workplace.Associates at Foodbuy are offered many fantastic benefits.MedicalDentalVisionLife Insurance/ ADDisability InsuranceRetirement PlanPaid Time OffHoliday Time Off (varies by site/state)Associate Shopping ProgramHealth and Wellness ProgramsDiscount MarketplaceIdentity Theft ProtectionPet InsuranceCommuter BenefitsEmployee Assistance ProgramFlexible Spending Accounts (FSAs)Req ID:1284955FoodbuyMIRANDA CARTERET[[req_classification]]
Verbal communication Case Management Problem-solving Analytical skills procurement Multitasking Microsoft Office remote work Call Center Written communication skills Customer Service Manager Listening Being ethical