Description
Fully Remote 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 easily switch between English and Spanish language to support customer needs
Ability to work in a fast paced team environment
Must be able to work Variable Hour Schedule with Weekends.
$14.50 per hour for English Representatives and $15.50 per hour for Bi-Lingual Spanish Representatives
Up to $300 per Month in Bonuses every month
Full Benefits: Medical, Dental, Vision, Voluntary Life, 401K, Options to Purchase Stock at a Discounted Price, and 17 PTO days per year.
Equipment provided by company.
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 Excel
PL1
Required
3
MS Word
PL1
Required
Domain Skills
SNo
Primary Skill
Proficiency Level *
Rqrd./Dsrd.
1
Assortment Management
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.