All the best dishes start with the finest ingredients!
At Performance Food Group, our recipe includes providing quality products and services, customer-focused strategies, and exceptional associates committed to service excellence!
Hungry for a career? Craving Opportunity?
Join Performance Food Group, one of the nation's leading foodservice distributors?and become a key ingredient in our recipe for success!
Position Summary:
The Customer Service Team Lead is responsible for monitoring the daily workflow and assisting the Department Manager with complex customer service issues. Functions as a team member within the department and cross-functions as required. Performs other related duties as assigned. The setting is a centralized, high-volume customer service environment supporting multiple US locations.
Major Functional Responsibilities:
• Respond to telephone, mail, and email inquiries using standard scripts and procedures. Handle details and assignments of confidential nature.
• Gather information, read and analyze information from vendor statements and invoices, research and resolve vendor inquiries using the ERP system and imaging systems and log vendor/internal company issues. Prompt follow-up with the inquirer to provide status consistently.
• Provide support and interact with various departments, buyers, suppliers, and Operating Companies on behalf of PFG/Vistar/Roma.
• Determine when to handle a request or pass to an Accounts Payable (AP) associate or escalate to Department manager for resolution. Exercise independent judgment and initiative within agreed upon limits.
• Explore, execute, and produce metric reporting used in the weekly status report. Examine other useful data and develop reports.
• Provide guidance to Customer Service Representatives on complex issues involving PFG Operating Companies and vendors, acting as subject matter experts. Train and provide guidance to internal/external customers on operational guidelines as performed by Customer Service in the Shared Services unit.
• Investigate efficiencies and suggest modifications to processes to enhance the department's capability of giving world-class service to vendors and PFG Operating Companies.
• Performs other related duties as assigned.
Job Specifications
Education/Training:
High school Diploma/GED or Equivalent Experience. Associates or 2-year technical degree in Business or related area preferred.
Experience/Knowledge/
Abilities:
•Two or more years of customer service experience in a lead role required.
•Knowledge, expertise or significant exposure to a major ERP application (i.e. SAP, Oracle, Lawson, PeopleSoft, etc.) required.
•Two+ years Accounts Payable experience required.
•Ability to research and solve problems.
•Excellent verbal and written communication skills, as well as strong interpersonal, organizational and customer service skills.
•Self motivated with ability to work under and meet strict deadlines individually as well as in a team environment.
•Demonstrate accuracy and thoroughness with attention to detail.
•Must have strong computer skills, specifically in spreadsheet applications (preferable Microsoft Office applications), word processing and proficiency with Excel required.
•Ability to work flexible hours and overtime as needed.
•Call center experience a plus.
Work Environment: Work is performed in an office environment, which may require the ability to sit for prolonged periods of time. May also require frequent bending, twisting, reaching, standing and grasping to access files.
Performance Food Group is an equal opportunity employer, dedicated to a policy of non-discrimination in employment on any basis including race, color, age, sex, religion, national origin, the presence of mental, physical, or sensory disability, sexual orientation, or any other basis prohibited by federal or state law.
Job Specifications
Education/Training:
High school Diploma/GED or Equivalent Experience. Associates or 2-year technical degree in Business or related area preferred.
Experience/Knowledge/
Abilities:
•Two or more years of customer service experience in a lead role.
•Knowledge, expertise or significant exposure to a major ERP application (i.e. SAP, Oracle, Lawson, PeopleSoft, etc.) required.
•Two+ years Accounts Payable experience required.
•Ability to research and solve problems.
•Excellent verbal and written communication skills, as well as strong interpersonal, organizational and customer service skills.
•Self motivated with ability to work under and meet strict deadlines individually as well as in a team environment.
•Demonstrate accuracy and thoroughness with attention to detail.
•Must have strong computer skills, specifically in spreadsheet applications (preferable Microsoft Office applications), word processing and proficiency with Excel required.
•Ability to work flexible hours and overtime as needed.
•Call center experience a plus.