Customer Solutions Specialist - Remote

**Job Summary** --------------- Shift: Monday through Friday 9:30 AM – 6 PM ET or local time zone equivalent. Flexibility to work an occasional weekend day (a few times per year) may be required, with advance notice provided. A weekday off would be provided within the same workweek. 60\-Day Training Period: Monday through Friday, 9:00 AM–5:30 PM ET or local time zone equivalent. During this time, our full\-time Training team will support you as you learn the role. **Help Businesses Keep Moving** At WebstaurantStore, Customer Solutions is more than just a call center. Our mission is to empower people to run their businesses more profitably and efficiently. Whether they’re running restaurants, schools, or healthcare facilities, they rely on us as a trusted distributor to support their success. As a Customer Solutions Specialist, you won’t be expected to follow a script. You’ll have the opportunity to individually support our customers and their unique needs via phone, live chat, and email. We trust our specialists to solve problems creatively and deliver a great experience for every customer who trusts us as their supplier. **Responsibilities** -------------------- **A typical day in Customer Solutions looks like:** * **Communicating with empathy and confidence** through phone, live chat and email in a fast\-paced remote environment even during challenging situations * **Investigating complex customer situations** by connecting information across multiple systems, order history, previous interactions and resources to understand the full picture before determining the best path forward * **Using sound judgment to make decisions** about credits, refunds, replacements, reshipments, returns, and other customer resolutions while balancing customer experience, company guidelines, and business impacts * **Solving problems where the answer isn’t always obvious.** You’ll navigate situations that require critical thinking, curiosity, and creativity rather than relying on scripts or standard procedures * **Partnering with internal teams** when solving the issue requires additional information, expertise, or coordination * **Continuous learning** through regular feedback, coaching and collaboration opportunities * **Adapting to our efforts to continuously improve** our systems, the customer experience, and department workflows * **Connecting with teammates** throughout each day via chat or video call * **Maintaining awareness of success** throughout a variety of metrics focused on customer experience, quality, and culture. **Why Customer Solutions?** You will be supported from Day 1\. You’ll start with a 60\-day onboarding program designed to help you learn our systems, products, customers, and approach to problem\-solving. From there, you will continue building skills through hands\-on experience, quality feedback, leader support, and collaboration with teammates. As you grow your skills and expertise in Customer Solutions, you may hav