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CUSTOMER SERVICE - RESOLUTION SPECIALIST

A family of companies and experiences

As the leading foodservice and support services company, Compass Group USA is known for our great people, great service and our great results. If you’ve been hungry and away from home, chances are you’ve tasted Compass Group’s delicious food and experienced our outstanding service. Our 200,000 associates work in award-winning restaurants, corporate cafes, hospitals, schools, arenas, museums, and more in all 50 states.

Our reach is constantly expanding to shape the industry and create new opportunities for innovation. Join the Compass family today!

great people. great services. great results.

Each and every individual plays a key role in the growth and legacy of our company. We know the next big idea can come from anyone. We encourage developing and attracting expertise that differentiates us as a company as we continue to raise the bar.

 

Job Description:

Foodbuy is the industry’s leading Group Purchasing Organization (GPO) focused on being a world-class provider of foodservice and hospitality purchasing, supply chain and support services, renowned for our great people, our great services and our great results.

 

The BuySmart Purchasing Support Desk 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 is instrumental as they are on the front line to assist our customers- our customers internal- Compass Sector Associates and our Foodbuy Customers with questions around the e-procurement platform and any purchasing questions and concerns.  We act as a liaison between Foodbuy and the OneSource Customer and we are responsible for positively promoting the brand and culture of Foodbuy.  The Resolution Specialist will collaborate and coordinate with other Foodbuy internal team members and suppliers to get answers to our customers’ questions.

Job Summary

Responsibilities:  

  • Communicate and live the company’s purpose, core values, and vision.
  • Interact with customers via inbound, outbound telephone calls, and requests through our Remedy system.
  • Provide support and education for our purchasing programs and processes. Examples of this:
    • Pricing questions
    • Quality assurance concerns
    • Where to buy products- food and non-food items
    • How programs work (linen, chemicals, smallwares, broadliners, etc.)
    • Vendor Performance relative to order accuracy, product quality, delivery and customer service.
  • Use computer system to track, gather information, and/or troubleshoot for resolutions to customer inquiries.
  • Must be able to meet our Service Level Agreements assigning cases in the system and keep the customers updated on where the case is in the process.
  • Provide guidance to customers using e-procurement platforms (MyOrders and/or OneSource)- able to interpret product descriptions, support with alternatives, assist customer with adding products to Managed Order guides and provide process for Special Order needs.
  • Work directly with distributors and manufacturers nationwide to get answers to customers’ questions and provide resolutions for issues that arise.
  • Escalate issues as appropriate to Supervisor/Manager
  • Continually strive for ways to improve effectiveness and efficiency of support services, processes and technology being used to enhance customer experience.
  • Represent BuySmart Purchasing Support Desk in Supplier and Customer Meetings.
  • Knowledge of technology required to facilitate day-to-day business and identify process improvement opportunities.
  • Support all Foodbuy purchasing programs, customers’ needs, and/or strategic initiatives.
  • Implementation of Foodbuy policies and procedures.
  • Work on special projects- independently and as part of a team.
  • Update shared site as information changes and share the knowledge with team.
  • Other duties as required.

 

Qualifications:

  • Strong knowledge of customer care techniques and processes. 
  • Exceptional analytical and listening skills.
  • Operate within a Support Desk environment. 
  • Collaborative – works well as a member of a team.
  • Creative problem-solving skills.
  • Demonstrated ability to innovate processes and procedures.
  • Detail-oriented with exceptional organizational and prioritization skills, deadline management, and requiring minimal direction on activities.
  • Flexibility to adapt to ever changing business needs.
  • Strong verbal and written communications skills. Spanish or French a plus.
  • High level of Integrity and Ethics.
  • Advanced computer skill sets in working with MS Office Suite (Word, Excel, PowerPoint, SharePoint, and Outlook). 
  • Experience in working with Case Management Software (i.e. Remedy) and Phone Queue technology (i.e. Cisco Agent).
  • Completion of undergraduate degree and/or equivalent business experience in customer service.
  • Purchasing/procurement experience a plus.
  • Hospitality or foodservice experience a plus.

Apply to Foodbuy today!

Foodbuy is a member of Compass Group USA

Click here to Learn More about the Compass Story

 

Compass Group is an equal opportunity employer.  At Compass, we are committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law.

Req ID: 248866

Foodbuy 

CAMERON C BLACK 

SALARIED NON-EXEMPT 


Nearest Major Market: Charlotte

Job Segment: Food Service, Customer Service, Hospitality