Customer Service Rep - Remote- East Coast

**Position Summary:** **Who We Are:** Guest Worldwide is a leading global manufacturer and distributor to the Travel and Leisure industry, providing products to over 25,000 hotels in 109 countries. We manufacture personal care amenities and a full range of textiles, and, we distribute nearly everything else you find in the hotel public guest areas in the hotel room. Recently achieving a billion dollars in annual revenue, Guest Worldwide has grown its business by over 200% in the last 7 years. Guest Worldwide is also a wholly owned subsidiary of Sysco. Sysco is a 54 billion dollar, industry leading, global food and beverage distribution company, employing thousands of employees worldwide and home to the 13th largest sales organization in the world. The Customer Service Representative provides customer and Territory Managers (TMs) support with the sales of hotel and operational supplies. **Primary Responsibilities:** **Customer \& Territory Manager Support:** * Answer incoming calls and emails from TMs. Research and provide information such as estimated time of arrival (ETA), customer history data, order tracking, delivery issues, proof of delivery, etc. * Provide customer with order history information (i.e., item \#, quantity, etc.) and pricing. * Process orders (including new, cancellation or additions to current order), invoices, credits/returns and respond to customers’ inquiries. * Enter and update vendor drop ship orders, including vendor manufacturer ID, cost of goods, color specifications, sizes, etc. * Back Orders – If item is out of stock, check ETA. If not readily available, check availability of stock to determine if shipment can wait, needs to be pulled from another Distribution Center or substituted with a replacement item. * Research and obtain ETA, proof of delivery, shipment tracking and information on returns and other request as needed. * Prepare and send customer order acknowledgments. * Inform TM and customer of standard procedures, order status and/or resolution of problems, if applicable. Follow up, either verbally or in writing to ensure proper customer satisfaction. **Problem Resolution** * Review and resolve issues with customer orders such as delivery issues, shipment discrepancy and back orders. Review and process Adjustment Request Form or Return Material Authorization following approval. Review any exceptions to Company’s standard shipping policies with management. **Training** * Regularly participate in Sysco Interactive University (SIU), vendor and other company training programs. **Communicate regularly with internal Departments**: * Accounting – update on orders for Release on Hold. * Purchasing – tracking and proof of delivery, ETA on drop shipments, items discontinued for delivery replacement items **Minimum Education, Including Degrees \& Certifications:** * High School diploma or GED required. College degree preferred. **Minimum Experience (Years \& Type of Experience):** * 2 years’ Customer Se