Customer Service Representative – (eCommerce)
Position Summary The Customer Service Representative has the knowledge and skillset to effectively support the day-to-day operations of Avendra’s Customer Service Department and Call Center. He/She provides world-class customer service by serving as a single point of contact to all customer inquiries regarding products and services available through Avendra.
Position Reports to: Senior Manager, Customer Service
The ideal candidate will be based in Rockville, MD, or Irvine, CA.
• Effectively support the day-to-day operations of Avendra’s Customer Service department
o Provide customer service support to all Avendra Customers, with a primary focus on Avendra customers utilizing the iBuyEfficient and Nexus platforms
o Respond to customer support inquiries for 1-866-AVENDRA, the Customer Service email inboxes and live chat with timeliness and courtesy
o Identify and resolve system and service-related concerns expressed by customers
o Monitor and maintain technical integrations with various systems: EDI transmissions, Accounts Payable Integrations, Supplier Catalog Integrations
o Develop and maintain ongoing mastery of the internal Administration Tools, Avendra Supplier programs and Avendra’s E-Commerce platforms
o Consistently portray a strong, positive message to the team based on set directives, established team goals, company goals and general company philosophy
• Responsible for the seamless integration and on-going support of iBE Clients
o Collaborate with Manager, Customer Service and other key stakeholders internally and externally to ensure Customer Satisfaction
o Conduct Nexus client demos, implementations and customer training
• Provide timely support to key internal and external stakeholders
o Interact with all levels of management within Avendra in addition to our supplier and customer base
Secondary Responsibilities
• Support release of new technology by conducting user acceptance testing and providing the voice of customer feedback
• Identify opportunities for process improvement of through refined procedures, tools/templates, and by leveraging technology
• Support the onboarding and training of new hires
• Complete special projects/assignments as requested by the Manager of Customer Service
• Provide support on holidays or weekends when required
Primary Competencies
• Functional/Technical Skills
• Effective Written and Oral Communications
• Problem Solving & Analytical Skills
• Relationship Building
• Planning and Organization
• Quality & Continuous Improvement
Other Duties. Please note this role description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required for this job. Duties, responsibilities and activities may change at any time with or without notice.
Work Environment. This job operates in an office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Physical Demands. This is largely a sedentary role with some light lifting of files possibly needed.
• Excellent customer service skills and telephone etiquette
• 1 year of experience effectively navigating through multiple IT platforms required
• Strong communication and interpersonal skills (written and verbal)
• Excellent organizational skills – great attention to detail. Ability to function in a multi-tasked and fast paced environment Excellent listening, analytical skills and ability to be impartial
• Ability to prioritize time sensitive issues
• Training experience in a group, individual, or online setting a plus
• Experience in hospitality, purchasing and/or procurement a plus
• Proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint, etc.)
• Bilingual in Spanish/English a plus
• Willingness to work flexible hours when required
Overnight Travel Requirements. Type: None
Years of Relevant Experience. 2-4 years of experience required
Education Requirements. BS/BA in relevant field or equivalent years' experience preferred
Aramark offers comprehensive benefit programs and services for eligible employees including medical, dental, vision, and work/life resources. Additional benefits may include retirement savings plans like 401(k) and paid days off such as parental leave and disability coverage. Benefits vary by location and are subject to any legal requirements or limitations, employee eligibility status, and where the employee lives and/or works. For more information
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