Essential Functions:

• Serves as liaison between the account managers and partners within the customer organization.

• Participates as a core member in the new customer implementation process; 

• Develops and maintains ongoing customer relationships.

• Supports and partners within assigned division and customer assignments; Perform effective route management.

• Manages customer orders (both stock and nonstock) manually, or via EDI 3rd party ordering systems, or fax and completes timely callbacks/e-mails to discuss edits and confirm complete orders.

• Maintain current knowledge of products and system status within divisions and distribution centers to assist District Sales Representatives (DSR) and customers.

• Serves as information resource to  Account Managers, Logistics, and Sales Support on product related questions regarding inventory levels, excessive punches and general product information.

• Mentors new Customer Care Specialist and attends ongoing training sessions.

• Arranges exception deliveries in collaboration with Transportation departments, 3rd party order/delivery systems, UPS or any other delivery services aligned with Gordon Food Service

• Determine appropriate credits for customers. Assists with Invoice and Credit Memo inquiries as well as processes appropriate credits for customers as needed.

• Source product based on customer needs with Stock, Non Stock and EPO items (added).

• Creates Business Analytics reporting for customers and DSRs as requested.

• Responsible for Recalls Communication Management.

• Performs other duties as assigned.

Knowledge / Skills / Abilities:

• Excellent communication and interpersonal skills to provide an exceptional first impression and comfortable, efficient and reliable customer service, order entry and issue resolution. 

• Must have excellent written, verbal, organizational and communication skills.

• Must have the ability to multitask, prioritize and be able to work independently or within a team environment.

• Highly motivated self starter with a focus on details and accuracy in a fast paced environment

• Must be a strategic thinker, inquisitive, innovative, and creative in order to build relationships, network, link resources and apply business practices

• Must have good customer service and time management skills.

• Ability to problem solve and develop solutions on a variety of complex business issues with the ability to balance customer needs within the framework of Gordon Food Service business practices

• Ability to demonstrate understanding of Foodservice industry and operations 

• Ability to adapt to frequent technological and GFS proprietary application changes and program functions  

• Ability to perform 10-key data entry