Golden State Foods

  • Customer Service Representative

    Location US-CA-La Puente
    Job ID
    2018-3153
    Category
    Customer Service
  • Overview

    Quality Custom Distribution, a division of Golden State Foods, is growing and searching for an experienced and passionate Customer Service Representative to join our team servicing an iconic customer. 

     

    JOB SUMMARY:  Responds to customer needs and supports the Customer Service Department to ensure positive customer relations and communication with vendors. 

    Responsibilities

    ESSENTIAL FUNCTIONS:

    1. Fields telephone calls from McDonald’s customers regarding numerous product and service issues (order adjustments, product complaints, delivery problems, special delivery requests, product pick–up requests, and off-load rate inquiries) and acts as liaison between customers and vendors to resolve problems as quickly as possible. (30%)
    1. Coordinates promotional activities, inventory, and distribution. (20%)
    1. Routinely and periodically maintains, monitors, and updates the Customer Information and Routing System database and other systems to maintain and update customer listings, delivery schedules, unit price breakdowns, OS&Ds, delivery logs, off-load rates, weekly delivery recaps for the Transportation Department. (10%)
    1. Processes telephone orders and enters data to provide timely and accurate product ordering. (10%)
    1. Reviews invoices and delivery logs to ensure accuracy and thoroughness, keys debits and credits from adjusted invoices, and coordinates special deliveries. (10%)
    1. Oversees route maintenance during schedule changes and creates and distributes routing calendars to ensure customers are well-informed of routing schedules. (5%)
    1. Oversees produce inventory and places daily produce orders with vendors to ensure produce availability. (5%)
    1. Assists in the planning and organizing of Customer Service daily work flow. (5%)
    1. Publishes the monthly newsletter to keep customers apprised of upcoming promotions, ordering guidelines, and off-load rates to promote positive customer relations. (5%)
    1. Performs other related and assigned duties as necessary.

    LEADERSHIP/MANAGEMENT RESPONSIBILITY

    Not applicable.

     

    PERFORMANCE CATEGORIES

    • Productivity/quality standards:  customer service/satisfaction and responsiveness
    • Productivity/quality standards:  accuracy, timeliness, thoroughness
    • Customer and vendor relations
    • Cost containment
    • 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:

    1+ years of relevant work experience in customer service and data processing

     

    Knowledge, Skills and Abilities

     

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

    • Customer service concepts and techniques (E)
    • Product (J)
    • Promotions (J)
    • Order processing concepts and procedures (J)
    • Credit processing concepts and procedures (J)
    • Routing concepts and techniques (J)
    • PC word processing/spreadsheet software applications (J)
    • McDonald’s business and operations (B)
    • 10-key machine by touch (B)
    • PC database applications (B)

     Skill and ability to:

    • Communicate and coordinate effectively with internal and external customers
    • Resolve customer complaints effectively and efficiently
    • Read and process written information with a high degree of accuracy
    • 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

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