Customer Care Generalist

• Serves as liaison between the account managers and partners within the customer organization.

• Participates as a core member in the new customer implementation process;

• Develops and maintains ongoing customer relationships.

• Supports and partners within assigned division and customer assignments; Perform effective route management.

• Manages customer orders (both stock and nonstock) manually or via EDI 3rd party ordering systems or fax and completes timely callbacks/e-mails to discuss edits and confirm complete orders.

• Maintain current knowledge of products and system status within divisions and distribution centers to assist District Sales Representatives (DSR) and customers.

• Serves as information resource to Account Managers Logistics and Sales Support on product related questions regarding inventory levels excessive punches and general product information.

• Mentors new Customer Care Specialist and attends ongoing training sessions.

• Arranges exception deliveries in collaboration with Transportation departments 3rd party order/delivery systems UPS or any other delivery services aligned with Gordon Food Service

• Determine appropriate credits for customers. Assists with Invoice and Credit Memo inquiries as well as processes appropriate credits for customers as needed.

• Source product based on customer needs with Stock Non Stock and EPO items (added).

• Creates Business Analytics reporting for customers and DSRs as requested.

• Responsible for Recalls Communication Management.

• Performs other duties as assigned.

Knowledge / Skills / Abilities

• Excellent communication and interpersonal skills to provide an exceptional first impression and comfortable efficient and reliable customer service order entry and issue resolution.

• Must have excellent written verbal organizational and communication skills.

• Must have the ability to multitask prioritize and be able to work independently or within a team environment.

• Highly motivated self starter with a focus on details and accuracy in a fast paced environment

• Must be a strategic thinker inquisitive innovative and creative in order to build relationships network link resources and apply business practices

• Must have good customer service and time management skills.

• Ability to problem solve and develop solutions on a variety of complex business issues with the ability to balance customer needs within the framework of Gordon Food Service business practices

• Ability to demonstrate understanding of Foodservice industry and operations

• Ability to adapt to frequent technological and GFS proprietary application changes and program functions

• Ability to perform 10-key data entry

Education & Minimum Experience Requirements

We thank all applicants for their interest however only those selected for the next stage will be contacted. Gordon Food Service is an equal opportunity employer who strives to provide an inclusive work environment that involves everyone and embraces the diverse talent of its people. All qualified applicants and employees will receive consideration for employment or in terms or conditions of employment without regard to any enumerated or analogous grounds of discrimination including race religious beliefs colour gender gender identity gender expression physical disability mental disability age ancestry place of origin marital status source of income family status sexual orientation or status as a qualified individual with disability.
If you require reasonable accommodation for any part of the application or hiring process due to a disability please submit your request to and use the words Accommodation Request in your subject line.