Customer Service Rep

Customer Service Representative

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 :

• 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 :

Training :

Communicate regularly with internal Departments :

Minimum Education, Including Degrees & Certifications :

Minimum Experience (Years & Type of Experience) :

Skills & Abilities (Years & Type of Experience) :

Physical Demands & Work Environment :

Guest Worldwide is an Equal Opportunity Employer M / F / Veteran / Disability / Sexual Orientation / Gender Identity

This job description indicates in general terms, the type and level of work performed as well as the typical responsibilities of employees in this classification. The duties described are not to be interpreted as being all-inclusive to any specific employee. Management reserves the rights to add, modify, change or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the essential functions of the job. Nothing in this position description changes the at-will employment relationship existing between the Company and its employees. This job description supersedes prior job descriptions.