[Hiring] Resolution Specialist @Compass Group

Role Description

The BuySmart Support team is a key component of our support services strategy helping Customers across the US and Canada on issues and inquiries related to purchasing. The Resolution Specialist plays a key role with providing support to both Compass Sector Associates (internal customers) and our Foodbuy Members (external customers) with a variety of different support requests. The primary duty of this position is to provide support in a customer contact support environment. Managing calls, chats and cases with a sense of urgency with focus on customer support are essential in this role.

Candidate must be able to work any shift within the hours of operation of 10am - 7pm EST Mon – Fri.

• Interact with customers via inbound, outbound telephone calls, and requests through our Remedy system.
• Provide support and education for our purchasing programs and processes, including pricing questions and quality assurance concerns.
• Educate customers on where to buy products - food and non-food items.
• Assess vendor performance relative to order accuracy, product quality, delivery, and customer service.
• Use computer system to track, gather information, and troubleshoot for resolutions to customer inquiries.
• Meet Service Level Agreements by assigning cases in the system and keeping customers updated on case status.
• Provide guidance to customers using e-procurement platforms (MyOrders and/or OneSource).
• Work directly with distributors and manufacturers nationwide to resolve customer questions and issues.
• Escalate issues as appropriate to Supervisor/Manager.
• Continually strive for ways to improve effectiveness and efficiency of support services.
• Represent BuySmart Purchasing Support Desk in Supplier and Customer Meetings.
• Support all Foodbuy purchasing programs, customers’ needs, and/or strategic initiatives.
• Implement Foodbuy policies and procedures.
• Work on special projects - independently and as part of a team.
• Update shared site as information changes and share knowledge with the team.
• Other duties as required.

Qualifications

• Experience in working with Case Management Software (i.e. Remedy) and Phone Queue technology (i.e. Cisco Agent).
• Experience with working in a call center environment is a plus.
• Completion of undergraduate degree and/or equivalent business experience in customer service.
• Purchasing/procurement and/or hospitality/foodservice experience is a plus.
• Strong knowledge of customer care techniques and processes.
• Exceptional analytical and listening skills.
• Collaborative – works well as a member of a team.
• Creative problem-solving skills.
• Demonstrated ability to multi-task while supporting inbound calls & cases.
• Flexibility to adapt to ever-changing business needs.
• Strong verbal and written communication skills.
• High level of integrity and ethics.
• Advanced computer skill sets in working with MS Office Suite (Word, Excel, PowerPoint, SharePoint, and Outlook).
• Must maintain a consistent, high-speed internet connection to support real-time customer interactions.

Benefits

• Medical
• Dental
• Vision
• Life Insurance/AD
• Disability Insurance
• Retirement Plan
• Paid Time Off
• Paid Parental Leave
• Holiday Time Off (varies by site/state)
• Personal Leave
• Associate Shopping Program
• Health and Wellness Programs
• Discount Marketplace
• Identity Theft Protection
• Pet Insurance
• Commuter Benefits
• Employee Assistance Program
• Flexible Spending Accounts (FSAs)