RESOLUTION SPECIALIST (REMOTE)

Job Title: Resolution SpecialistSalary: $47000-$50000The BuySmart Support team is a key component of our support services strategy helping Customers across the US and Canada on issues and inquiries related to purchasing. The Resolution Specialist plays a key role with providing support to both Compass Sector Associates (internal customers) and our Foodbuy Members (external customers) with a variety of different support requests. The primary duty of this position is to provide support in a customer contact support environment. Managing calls, chats and cases with a sense of urgency with focus on customer support are essential in this role. Candidate must be able to work any shift within the hours of operation of 10am - 7pm EST Mon Fri.Responsibilities:Interact with customers via inbound, outbound telephone calls, and requests through our Remedy system.Provide support and education for our purchasing programs and processes.Educate customers on where to buy products- food and non-food items. How programs work (linen, chemicals, smallwares, broadliners etc.)Vendor Performance relative to order accuracy, product quality, delivery and customer serviceUse computer system to track, gather information, and/or troubleshoot for resolutions to customer inquiries.Must be able to meet our Service Level Agreements assigning cases in the system and keep the customers updated on where the case is in the processProvide guidance to customers using e-procurement platforms (MyOrders and/or OneSource)- able to interpret product descriptions, support with alternatives, assist customer with adding products to Managed Order guides and provide process for Special Order needs.Work directly with distributors and manufacturers nationwide to get answers to customers' questions and provide resolutions for issues that arise.Escalate issues as appropriate to Supervisor/ManagerContinually strive for ways to improve effectiveness and efficiency of support services, processes and technology being used to enhance customer experience.Represent BuySmart Purchasing Support Desk in Supplier and Customer MeetingsKnowledge of technology required to facilitate day-to-day business and identify process improvement opportunities.Support all Foodbuy purchasing programs, customers' needs, and/or strategic initiatives.Implementation of Foodbuy policies and proceduresWork on special projects- independently and as part of a team Update shared site as information changes and share the knowledge with team.Other duties as required.Qualifications:Experience in working with Case Management Software (i.e. Remedy) and Phone Queue technology (i.e. Cisco Agent)Experience with working in a call center environment a plusCompletion of undergraduate degree and/or equivalent business experience in customer servicePurchasing/procurement and/or hospitality/foodservice experience a plusStrong knowledge of customer care techniques and processesExceptional analytical and listening skills.Collaborative works well as a member of a team.Creative problem-solving skillsDemonstrated ability multi-task while supporting inbound calls & cases.Flexibility to adapt to ever changing business needs.Strong verbal and written communications skillsHigh level of integrity and ethicsAdvanced computer skill sets in working with MS Office Suite (Word, Excel, PowerPoint, SharePoint, and Outlook).Must maintain a consistent, high-speed internet connection to support real-time customer interactions.Foodbuy is a member of Compass Group USAAssociates at Foodbuy are offered many fantastic benefits including medical, dental, vision, life insurance, disability insurance, retirement plan, paid time off, paid parental leave, holiday time off, personal leave, associate shopping program, health and wellness programs, discount marketplace, identity theft protection, pet insurance, commuter benefits, employee assistance program, and flexible spending accounts.Applications are accepted on an ongoing basis.Foodbuy maintains a drug-free workplace.Req ID: 1529190