Summary: The Representative - CSR uses standard operating procedures (SOP) to process orders, prepare correspondence, and fulfill customer needs to ensure customer satisfaction. Assists leader with other duties as assigned, i.e., routing, inventory, training newly hired customer service representatives to SOPs, policy, process changes, or updates. Assist with planning functions for team members and conducting new hire orientation if needed. Practices safe work practice.
Process and verify store orders, add-ons, and pickups using standard process flow and SOPs to ensure store orders are accurate and prepared timely for routing and warehouse loading
Ensure CSRs adhere to information from WRC related to order processing for product allocations or auto-shipments
Prepare orders in WMS and prepare pertinent reports for loading and production
Prepare route packages for drivers
Coordinate and disseminate corporate, marketing, and other company information to the stores as requested
Assist with the routing of trucks where applicable
Ensure understanding of billing, credits, and inventory
Prepare inter-commissary transactions or special orders as needed on a timely basis
Be a key player during a Business Continuity event
(20%) Customer Service
Receive and resolve customer requests, concerns, and complaints in a professional and timely manner
Contact stores to advise them of any changes to routing schedules, weather, production delays, etc.
Use expertise to build strong, healthy relationships with stores and franchisees and create an open and accessible communication route
Answer and route departmental calls
(10%) Clerical Support
Maintain filing system for invoices, reports, and other customer-related information
Maintain a customer contact list
Update or add new store information in the order management system
Provide clerical support to other departments as needed
Assist transportation with routing when necessary
(10%) Credit Process
Process credit requests for the Domino's Pizza stores within policy guidelines
Research credit requests with appropriate departments
Ensure credits are coded appropriately and accurately using the most current program
Ensure customer satisfaction by explaining any denied requests
(10%) Additional Administrative Duties as Assigned
This position cross-trains in various administration functions. Additional responsibilities will be assigned as needed. Responsibilities include:
General Accounting
Assist with accounts payable
Assist in generating weekly keys
Provide backup to payroll administrator
Assist with accounts receivable and past dues
Inventory
Perform inventory counts and reconcile ICL
Order vegetable products
Maintain vendor credits, working with WRC to obtain accurate credits
Qualifications
High School diploma/GED, some college
Good interpersonal skills
Strong knowledge of customer relations
Ability to work independently and as a team
2-4 years of Customer Service experience
Excellent communication and organizational skills
Ability to handle multiple tasks
Strong knowledge of Microsoft Office software
Must be able to work nights, weekends, or holidays
2-3 years of bookkeeping or general accounting experience preferred
Additional Information
All your information will be kept confidential according to EEO guidelines.