[Hiring] Member Services Associate @National DCP

Role Description

This position provides Call Center support via multiple channels (i.e. phone, email) to our NDCP Members (Franchisee’s), Store personnel and NDCP Drivers for products and services supplied through the NDCP.

• Schedule: 8-hour shifts
• Shifts may start as early as 7:00 AM and end as late as 7:00 PM
• Employees work 5 days per week with 2 days off
• Schedule includes 1 weekend day worked and 1 weekday off
• Training: Candidates will work in the office for the first few weeks of training
• After training, the position becomes fully remote

Responsibilities

• Appropriately handle questions related to shipment schedules, credit inquiries/requests, status of orders, product specifications, product changes, new product introductions, and promotions
• Track all calls via incident queue and ensure resolution, follow-up, and closure within 24 – 48 hours via internal ticketing system, unless otherwise determined
• Process orders in an efficient and accurate manner
• Provide prompt, professional, and courteous service
• Facilitate, resolve, and suggest alternative solutions when necessary to meet caller’s expectations
• Remain customer-focused and communicate in an exemplary fashion by delivering clear and concise information to all customers
• Have a thorough knowledge of the products and services offered
• Maintain a strong working knowledge of all NDCP systems and applications to perform daily functions
• Adhere to all department policies and procedures and meet the minimum performance standards for quality and productivity
• Participate in non-call activity, including special projects as needed

Qualifications

• College degree preferred or equivalent experience
• 1+ year of customer service experience preferred
• Prefer experience working in a call center

Requirements

• Ability to sit for extended periods of time
• Ability to operate a computer keyboard and to view a computer screen for extended periods of time
• Ability to lift, tug, pull up to fifteen (15) pounds

Benefits

• Competitive hourly pay, with bonus potential
• Full benefits: medical, dental, vision, 401(k) with match
• Paid time off, paid holidays, and employee discounts
• Room to grow—career advancement across departments
• National DCP offers a robust benefits suite
• Medical, dental & vision insurance
• Flexible Spending Account (FSA) / Health Savings Account (HSA)
• Company‑paid life, AD&D, short‑ and long‑term disability
• 401(k) retirement plan with company match
• Paid Time Off (vacation, sick, discretionary) & paid holidays and more!
• Additional benefits: employee assistance programs, discount programs, tuition discount program, and more!

Company Description

NDCP is a $3 billion supply chain management company serving over 10,000 Dunkin’ locations across the U.S. We’re known for our reliability, performance, and strong team culture.