Customer Service Representative Remote

Customer Service Representative – Central – Remote

Guest Supply is seeking a skilled Customer Service Representative – Central – Remote to support Territory Managers (TMs) and customers in the sale of hotel and operational supplies.

Guest Worldwide is a leading global manufacturer and distributor to the Travel and Leisure industry, serving more than 25,000 hotels in 109 countries. We produce personal care amenities, textiles, and virtually everything else found in hotel guest areas. With a billion‑dollar annual revenue and growth of over 200% in the past seven years, Guest Worldwide is a wholly owned subsidiary of Sysco, a 54‑billion dollar global food and beverage distribution company.

The Customer Service Representative provides high‑quality support to TMs and customers, managing order processing, inquiries, and problem resolution while coordinating with internal departments to ensure timely and accurate service.

• Customer & Territory Manager Support
  • Answer incoming calls and emails from TMs, providing information such as ETA, order status, and delivery details.
  • Provide order history and pricing information to customers.
  • Process new orders, cancellations, additions, invoices, credits, and returns.
  • Enter and update vendor drop‑ship orders, including manufacturer , cost of goods, color specifications, and sizes.
  • Manage back‑orders: check availability, ETA, and determine shipping options or replacements.
  • Prepare and send order acknowledgments.
  • Communicate standard procedures and order status to TMs and customers; follow up to ensure satisfaction.
• Problem Resolution
  • Review and resolve delivery issues, shipment discrepancies, and back‑order problems.
  • Process Adjustment Request Forms or Return Material Authorizations per approval.
  • Escalate exceptions to company shipping policies to management as needed.
• Training
  • Participate regularly in Sysco Interactive University (SIU) and other vendor or company training programs.
• Communicate Regularly With Internal Departments
  • Accounting – update on orders for Release on Hold.
  • Purchasing – track proof of delivery, ETA on drop‑ships, and handle discontinued items.

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

• At least 2 years of customer service experience, including knowledge of shipping procedures, inventory control, and product specifications.
• Call center experience considered a plus.

• Excellent verbal and written communication, interpersonal, and professional interaction skills.
• Customer service: respond promptly to requests and follow up as needed.
• Planning/organization: prioritize multiple tasks and effectively use time.
• Problem solving: identify and resolve issues timely, develop alternative solutions.
• Judgment: make sound decisions and act promptly.
• Professionalism: approach others tactfully, work well under pressure, and follow through on commitments.
• Detail oriented: maintain accuracy and attention to detail.
• Proficient in MS Windows and Office (Word, Excel, PowerPoint, Access, Outlook) and customer database maintenance.

• Regularly sits, stands, walks, and uses hands and fingers to operate a computer and telephone.
• May occasionally lift or move up to 20 pounds.
• Primarily works in an office environment with moderate noise levels.
• May require evening or weekend work depending on business needs.

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

• Seniority level
  :
  Entry level
• Employment type
  :
  Full‑time
• Job function
  :
  Other
• Industries
  :
  Hospitality