Customer Service Representative - West Coast-Remote

Position Summary

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 found in the hotel public guest areas and guest rooms. 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, a 54 billion‑dollar, industry‑leading global food and beverage distribution company.

Guest Worldwide is the global partner of choice—delivering essential hotel supplies, operational solutions, and premier guest experiences across 109 countries.

• Answer incoming calls and emails from Territory Managers. Research and provide information such as estimated time of arrival (ETA), customer history data, order tracking, delivery issues, proof of delivery, and more.
• Provide customers with order history information (item #, quantity, pricing).
• Process orders (new, cancellations, additions), invoices, credits/returns, and respond to customer inquiries.

• Enter and update vendor drop‑ship orders, including vendor manufacturer , cost of goods, color specifications, sizes, etc.
• Manage back‑orders: verify ETA, assess stock availability, determine if shipment can wait, is retrievable from another distribution center, or requires a replacement item.
• Research and obtain ETA, proof of delivery, shipment tracking, returns information, and other requests as needed.
• Prepare and send customer order acknowledgments.
• Inform Territory Managers and customers of standard procedures, order status, and resolution of problems; follow up verbally or in writing to ensure customer satisfaction.

• Review and resolve issues with customer orders (delivery, discrepancies, back‑orders). Process Adjustment Request Forms or Return Material Authorizations following approval. Review exceptions to standard shipping policies with management.

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

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

• High School diploma or GED required. College degree preferred.

• 2 years’ customer service experience, including 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 and shift priorities.
• Problem solving—identify, analyze, and provide timely solutions.
• Judgment—display sound decision‑making and make timely decisions.
• Professionalism—approach others tactfully, remain composed under pressure, and honor commitments.
• Attention to detail and accuracy.
• Proficient use of MS Windows and Office (Word, Excel, PowerPoint, Access, Outlook) and familiarity with maintaining a customer database and internet navigation.

• Regularly sit, stand, walk, use a computer keyboard, mouse, telephone; occasionally lift up to 20 lb.
• Primary office environment with moderate noise levels.

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

This job description outlines general terms and responsibilities; it may be amended at any time. Employment is at‑will.