Note: The job is a remote job and is open to candidates in USA. Diversified Foodservice Supply, LLC is seeking an Account Specialist to manage assigned Premier customer accounts and support customer service and sales objectives. The role involves responding to inquiries, processing orders and returns, resolving customer issues, supporting sales through cross-selling, maintaining account records, and coordinating with internal teams to ensure successful product delivery.
Responsibilities
- Responsible to maintain and help grow existing business of assigned accounts through exceptional account management
- Responsible for answering customer telephone calls in accordance with Customer Service Minimum Standards
- Make outbound sales calls to assigned accounts as necessary to respond to Customer inquiries in an effort to enhance the Customer Experience and meet monthly Customer Service, Monthly Service levels
- Educate and maintain assigned customers with EDI program
- Logging into Masergy daily and being available to take calls within the queue when not on approved projects
- Proactively manage assigned accounts
- Support Sales goals, increase sales and average order size by means of cross-selling, up-selling, add-on sales, and offering promotional sales items
- Determine customer requirements and expectations in order to recommend specific products and solutions
- Educate customers about terminology, features, and benefits of products in order to improve product related sales and customer satisfaction
- Contact customers following sales to ensure ongoing customer satisfaction and resolve any complaints
- Maintain customer files. Including salesforce and maintaining and monitoring back orders
- Accurately process customer transactions such as orders, quotes, and returns
- Provide accurate information regarding availability of in-stock and special order items
- Monitor scheduled shipment dates to ensure timely delivery and expedite as needed
- Fill requests for catalogs, information, and samples
- Provide customer service for short ships, damaged goods, discrepancies, etc
- Inform management of errors with product, catalog and pricing information
- Inform warehouse personnel of problems with inventory
- Maintain assigned work areas and equipment
- Provide warranty support to customers for OEMs that we represent
- Assist co-workers whenever possible
- Provide back up to other Account Specialists, the Order Entry and Phone teams
- Maintain confidentiality of customer and vendor information
- Resolve customer complaints in a professional and courteous manner
- Bring to managements attention any issues, problems, or other pertinent information that impacts assigned accounts and work load
- Perform various other duties as assigned by management
- Attendance a must
Skills
- Minimum 12 months DSF call center experience required
- Minimum 12 months SX and Salesforce experience required
- Minimum 2 years industry experience
- Professional demeanor, dependable, and able to maintain confidential information
- Proficient with Microsoft Excel, Outlook, SalesForce, SX Enterprise, and Internet Savvy
- Strong oral, written, and interpersonal communication skills
- Excellent grammar, spelling, and sentence construction
- Exceptional listening and analytical skills
- Must be able to effectively communicate with internal departments, customers, and management without conflict
- Demonstrated ability to work well in a team environment, as well as independently
- Dedication to providing exceptional customer service
- Flexible, detailed, and able to successfully adapt to change
- Proven ability to manage multiple tasks at a time while paying strict attention to detail
- Flexible and willing to adjust to different work schedules in different time zones
- Ability to work extended hours as needed
- Ability to perform comfortably in a fast-paced, deadline-oriented work environment
- Strong understanding of call center metrics
- Type minimum 35 wpm
- General computer knowledge
- 6 months of continuous employment in Customer Service at DFS
- Minimal travel may be required
- Sitting and computer use for long periods of time
- High school or equivalent, degree a plus
Company Overview