Customer Service Analyst

Position Summary

The Customer Service Analyst will provide technical and customer service to external and internal customers as an immediate point of contact for basic service requests and urgent problem resolution.

• Receive internal and external customer orders and requests via phone, email, or fax.
• Participate in the training of new Call Center Representatives and attend ongoing training sessions.
• Field customer complaints and direct the information to the appropriate person. Communicate customer concerns to sales representative.
• Maintain knowledge and proper use of Gordon Food Service systems including Business Applications, Google Apps, Aspect phone system, Order Entry technologies, and Internet Applications.
• Arrange exception deliveries in collaboration with the transportation department or delivery service in urgent need cases.
• Provide technical and how-to support via telephone to internal and external customers for GFS Applications.
• Provide solutions to issues concerning training, program malfunction or technology application with an emphasis on key product segments.
• Enter call information into call tracking software efficiently and accurately.
• Provide external application support as applicable.
• Maintain knowledge of current Gordon Food Service products and business solutions in order to provide/recommend appropriate services for customers.
• Performs other duties as assigned.

• Monday through Friday, 9:00 am – 6:00 pm.
• Saturday rotation shift (8:00 am – 2:00 pm) once every 7 weeks.
• Hybrid
  
  Work Schedule:
  
  4 days in office, 1 day from home.

• High School Diploma/Equivalent required.
• Associate’s Degree in Business, Computer Science or related field is preferred.
• One plus year(s) previous customer service experience or previous help desk experience or equivalent combination of education, training, and experience.
• Understand Web Based Customer Facing Technology.
• Demonstrate excellent written, verbal, and communication skills.
• Ability to multi‑task, prioritize and work efficiently.
• Ability to collaborate in a team environment and independently.
• Understands the principal and process for providing excellent customer service, including customer needs assessment.
• Ability to resolve and troubleshoot technical issues for external and internal customers.
• Understands units of measurement and general mathematics skills.
• Knowledge of Unified User Management Software.
• Data Entry – 10 key.
• Microsoft Office products (Excel, Word, PowerPoint, Internet Explorer).
• Google Apps (Gmail, Calendar, Docs, Drive, Sites, Groups).

Entry level

Full‑time

Other

Equal Employment Opportunity is a matter of policy at Gordon Food Service, Inc. and we are committed to a work environment in which all individuals are treated with respect and dignity.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, 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.

All Gordon Food Service locations are tobacco‑free. Gordon Food Service is a drug‑free workplace and conducts pre‑employment drug tests.