Customer Service Representative

Description

Customer Service Representative

Location: Remote

This person contributes to Cognizant Contact Center for Foodservice success by providing support to Selling Team and field partners, handling service and delivery issues. Establishing and maintaining Gold Standard business relationships and maintaining predetermined brand distribution percent for customer base is critical.

This position receives and responds to inbound calls inquiries and communications from customers, marketing associates, and other customer representatives. The position also makes outbound calls as and when required

DUTIES AND RESPONSIBILITIES:

Offers Sales and Sales Support interactions from Customers and Sales Associates (phone and email) such as general inquiries, feedback or incidents

Uses computerized system for tracking, information gathering, and/or troubleshooting.

Answers basic inquiries and resolves basic problems.

Document issues and identifies appropriate actions to resolve inquires including those related to, but not limited to, order entry, order modification, customer billing and payments, pricing, reporting, and customer facing applications.

Actively re-directs incoming callers to self-service options

Performs proactive outbound follow-up communications, as necessary

Performs client site merchandising supplier support updates

Monitors open orders to ensure accurate confirmations/Forward Warehouse open orders to insure accurate confirmations

Handle e-mail requested interactions

Perform catalog management maintenance for customer order guides

REQUIRED MINIMUM EDUCATION AND EXPERIENCE:

High School Diploma and 2 years in a Customer Service function OR an Associate Degree.

Internet required.

PREFERRED EXPERIENCE:

Previous experience in foodservice or foodservice distribution industry is preferred.

Call Center experience.

TECHNICAL REQUIREMENTS:

Basic computer proficiency and experience with Microsoft Office Suite (Word and Excel)

ABILITIES AND SKILLS:

Demonstrates customer service orientation

Ability to select and apply standard policies and procedures.

Ability to resolve routine problems and questions independently.

Ability to pay close attention to details and use time effectively.

Excellent oral and written communication skills with good vocabulary, proper grammar, and the ability to independently compose routine written communications.

Ability to work in a fast paced team environment

Cognizant will only consider applicants for this position who are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.

Qualifications

Technical Skills

SNo Primary Skill Proficiency Level * Rqrd./Dsrd. 1 Speaking English PL1 Required 2 MS Office PL1 Required

Domain Skills

SNo Primary Skill Proficiency Level * Rqrd./Dsrd. 1 Customer Experience PL1 Required 2 eCommerce NA Desired

* Proficiency Legends

Proficiency Level Generic Reference PL1 The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels. PL2 The associate possesses working knowledge of the skill, and can actively and independently apply this skill in engagements and projects. PL3 The associate has comprehensive, in-depth and specialized knowledge of the skill. She / he has extensively demonstrated successful application of the skill in engagements or projects. PL4 The associate can function as a subject matter expert for this skill. The associate is capable of analyzing, evaluating and synthesizing solutions using the skill.