Field Service Representative

Overview

Serve as a QCD representative in the field, responding to customer distribution and supply needs and supporting the Customer Service Department and regional facility operations to ensure positive customer relations and communication. College graduates are encouraged to apply. Pay is commensurate with experience.

Responsibilities

ESSENTIAL FUNCTIONS:

• Receives and follows up on customer concerns regarding delivery routes and timing, products, promotions, and other service issues, acting as a QCD representative and liaison between customers and vendors to ensure 100% customer satisfaction. (70%)
• Monitors and reviews delivery procedures with store managers and drivers to ensure efficiency and customer satisfaction. (10%)
• Monitors product delivery to ensure product safety and proper handling of temperature-sensitive products. (5%)
• Provides input regarding routes to identify potential cost savings, quality and service metrics to ensure customer satisfaction. (5%)
• Analyze metrics/data to determine root cause for correction to increase performance and customer satisfaction. (5%)
• Assist in providing associate training as needed. (5%)
• Performs other related and assigned duties as necessary.

Qualifications

MINIMUM QUALIFICATIONS:  Education and experience equivalent to:

• Education/Certification:  Bachelor’s degree in management, business, or supply chain management from an accredited college or university.
• Experience:  1 to 3 years of relevant work experience

Knowledge, Skills and Abilities

Knowledge of (B/basic; J/journey; E/expert):

• Customer service concepts and techniques (E)
• Order processing concepts and procedures (J)
• Distribution concepts and procedures (J)
• Transportation concepts and techniques (J)
• Continuous Improvement concepts (B)
• Storage and shipment of food and allied products (J)
• Cold chain, warehouse management and traceability (J)
• JDE/ERP Systems, Power BI and logistics technology (B)

Skill and ability to:

• Communicate and coordinate effectively with internal and external customers
• Resolve customer complaints effectively and efficiently
• Interpret data and present on findings
• Work independently
• Work effectively in a general office environment, with a focus on high levels of quality and customer service
• Travel via airplane and drive an automobile
• Act in accordance with GSF’s Values and Creed

LEADERSHIP/MANAGEMENT RESPONSIBILITY  Not applicable.

PERFORMANCE CATEGORIES

• Productivity/quality standards: customer service/satisfaction and responsiveness
• Productivity/quality standards: delivery procedures
• Accuracy, timeliness, thoroughness
• Food safety
• Customer and vendor relations
• Teamwork within the department and across departments
• Project/assignment standards