Customer Service Representative - West Coast-Remote

Who We Are

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, a full range of textiles, and nearly everything else you find in the hotel public guest areas in the hotel room. Guest Worldwide recently achieved a billion dollars in annual revenue and has grown its business by over 200% in the last 7 years.

Guest Worldwide is a wholly owned subsidiary of Sysco, a $54 billion global food and beverage distribution company that employs thousands worldwide.

The Customer Service Representative provides customer and Territory Manager (TM) support with the sales of hotel and operational supplies.

• Answer incoming calls and emails from TMs and research information such as ETA, customer history, order tracking and delivery issues.
• Provide order history information (item #, quantity, etc.) and pricing to customers.
• 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.
• Manage back‑orders: check ETA, determine if shipment can wait, pull from another distribution center, or substitute replacement items.
• Research and obtain ETA, proof of delivery, shipment tracking, and returns information as needed.
• Prepare and send customer order acknowledgments.
• Inform TM and customer of standard procedures, order status, and resolutions; follow up verbally or in writing to ensure satisfaction.

• Review and resolve order issues such as delivery discrepancies, back‑orders, and shipment discrepancies; process adjustment request forms or return material authorizations; review exceptions to company shipping policies with management.

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

• Accounting – update on orders for Release on Hold.
• Purchasing – track and provide proof of delivery, ETA on drop shipments, and note discontinued items and replacement options.

• 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 interaction skills.
• Customer Service – respond promptly to service requests and follow up.
• Planning / Organization – prioritize and manage multiple deadlines; use time effectively.
• Problem Solving – identify and resolve problems quickly, analyze information, develop alternative solutions.
• Judgment – make sound, timely decisions.
• Professionalism – approach others tactfully, perform well under pressure, follow through on commitments.
• Detail Oriented – pay attention to details and accuracy.
• Proficient in MS Windows and Office (Word, Excel, PowerPoint, Access, Outlook) and manage a customer database and internet navigation.

• Regularly sit, stand, walk, and use hands and fingers to operate a computer keyboard, mouse, and telephone. Frequently sit and reach with hands and arms; occasionally lift up to 20 pounds.
• Works in an office environment; noise level is usually moderate.

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

This job description provides general terms and the typical responsibilities of employees in this classification. Duties are not all-inclusive; management reserves the right to modify or rescind job assignments and to make reasonable accommodations. Employment is at-will and this description supersedes prior job descriptions.