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Customer Contact Representative II (Portland/Spokane)

Company: US Foods, Inc.
Location: Spokane
Posted on: June 9, 2021

Job Description:

Join Our Community of Food People!

The Customer Contact Representative II provides high level of professionalism with US Foods customers and sellers working to establish a positive rapport and present the organization in a positive manner. Effectively communicate and act as a liaison between customers, and other internal roles. Responsible for handling a variety of front-end tasks some of which include interactions with customers by phone or email. Drive results for more complex customer and seller activity by problem solving to ensure a valuable customer experience. Work within established guidelines in order to achieve the objectives of the service agreement consistent with customer expectations, company policy and profit and quality requirements. Escalate issues to appropriate parties, as necessary, to ensure proper resolution.

This position MUST be located in the vicinity of Portland, Oregon or Spokane, WA.


  • Process and review customer orders to ensure accuracy and completeness of orders. Engage in conversations with customers or sellers to update orders or contact customers with suitable substitutes as necessary.
  • Document customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken to support the request
  • Resolve customer service or billing questions to ensure that appropriate changes were made to resolve the customers' inquiry. Respond to product receiving and pricing inquiries, ensuring accuracy and timeliness
  • Contact customers or sellers in order to respond to inquiries; notify of claim results and any planned adjustments; refer unresolved customer complaints to designated departments for further action
  • Obtain and examine all relevant information in order to assess validity of complaints and to determine possible causes
  • Coordinate same-day deliveries and pickups for customers. Process pickup requests from customers and National Sales team. Respond to delivery/routing questions and issues from customers.
  • Respond to product inquiries from customers. Share new or additional services or products with customers or recommend improvements in products, shipping, service or billing methods or procedures
  • Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods
  • Respond to customer and seller requests in a timely manner, either independently or by escalating to appropriate resources (Operations, Category Management, Finance, Replenishment, etc.) or external vendors, as required. Maintain ownership of all follow up communication from escalated inquiries
  • Leverage proprietary US Foods systems and tools to quickly and accurately answer inquiries. Systems and tools include, but are not limited to the: US Foods eCommerce, Salesforce.com (SOUS), PRISM, Demand Communication Tool (DCT), SODS, CDMR, Tandem, SMOI and CES Quotes
  • Attend department meetings and product or other training to develop personal growth and that for product and vendor knowledge
  • Provide administrative support to sellers to process credits, special orders, drop-ships, re-routing delivery days, will calls, etc.
  • Assist sellers when additional coverage is necessary to support sellers. Coordinate activities with other Customer Service resources to ensure excellent customer experience and seller support


Internal: Sales, Operations, Merchandising, Shared Business Services

External: US Foods Customers and vendors


Education/Training: High School diploma or equivalent required, and a minimum of two years of customer service or support experience

Related Experience: Minimum of two years' experience in customer service or customer support role or responsibilities required. Experience in food service distribution a plus. Experience working virtually (i.e. from home)


  • Ability to communicate with customers through various channels and resolve customer issues
  • Respond promptly to customer and seller inquiries
  • Product knowledge to support customer needs
  • Processing and modification of orders, order recoveries, exceptions, pricing updates, demand or new item inventory requests, reporting and data gathering
  • Update records of customer interactions, transactions, comments and complaints
  • Communicate and coordinate with colleagues as necessary
  • Ensure customer satisfaction and provide professional customer support


  • Excellent written and verbal communication skills
  • Ability to navigate technology and phone systems
  • Manage high volume of incoming calls in a professional manner
  • Strong concentration and ability to quickly problem solve
  • Perform accurate and timely data processing
  • Comfortable using computers with working knowledge of Microsoft applications
  • Customer service orientation and ability to adapt and respond to different personalities


  • EOE Race/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Protected Veteran/Disability Status*

Keywords: US Foods, Inc., Spokane , Customer Contact Representative II (Portland/Spokane), Other , Spokane, Washington

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