Customer Service Rep East Coast - Remote

Customer Service Rep East Coast - Remote

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 distribute nearly everything else you find in hotel guest areas. With 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.

The Customer Service Representative provides support to customer and Territory Managers (TMs) in the sales of hotel and operational supplies.

• 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 customers with order history information (e.g., item #, quantity) and pricing.
• Process orders (new, cancellation, or additions), invoices, credits/returns and respond to customer inquiries.
• Enter and update vendor drop‑ship orders, including manufacturer , cost of goods, color specifications, sizes, etc.
• Handle back‑orders: if an item is out of stock, check ETA and determine if the shipment can wait, be pulled from another Distribution Center, or be substituted with a replacement item.
• Research and obtain ETA, proof of delivery, shipment tracking, and information on returns or other requests as needed.
• Prepare and send customer order acknowledgments.
• Inform TM and customer of standard procedures, order status, and/or resolution of problems. Follow up verbally or in writing to ensure customer satisfaction.

• Review and resolve issues with customer orders such as delivery problems, shipment discrepancies, and back‑orders. Process Adjustment Request Forms or Return Material Authorizations following approval. Review any exceptions to company shipping policies with management.

• Regularly participate in Sysco Interactive University (SIU), vendor, and other company training programs.

• Accounting – update on orders for release on hold.
• Purchasing – track proof of delivery, ETA on drop shipments, and items discontinued for delivery replacement items.

• High school diploma or GED required; college degree preferred.

• 2 years of customer service experience, including working knowledge of shipping procedures, inventory control processes, and product line specifications.
• Call center experience a plus.

• Excellent verbal and written communication, interpersonal, and professional interactive skills.
• Customer service – respond promptly to requests and follow up as needed.
• Planning/organization – prioritize and manage multiple deadlines.
• Problem solving – identify and resolve problems promptly, analyze information, and develop alternative solutions.
• Judgment – make timely decisions with sound judgment.
• Professionalism – approach others tactfully, handle pressure well, and follow through on commitments.
• Detail oriented – accurate attention to detail.
• Proficient in MS Windows and Office (Word, Excel, PowerPoint, Access, Outlook) and customer database maintenance; internet navigation.

The position requires sitting, standing, walking, using hands and fingers to operate a computer keyboard, mouse, and telephone. Occasional lifting of up to 20 pounds is possible. The job is primarily office-based with moderate noise. Evening and weekend work may be required depending on business needs.

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. The duties described are not intended to be all‑inclusive. Management reserves the right to add, modify, or rescind job assignments and to make reasonable accommodations. Nothing changes the at‑will employment relationship between the Company and its employees. This description supersedes prior job descriptions.