Representative, Sr Customer Service

Job Description

Take your career further with McLane!

The McLane team is the driving force behind our success. A diverse group of professionals, from Sales and IT to Dispatchers and Mechanics, work together seamlessly to keep our operations running smoothly. Their dedication, expertise, and collaborative spirit are essential to achieving our goals and supporting other teams within the organization. As a member of our team, you'll have the chance to learn from industry leaders, develop your skills, and build lasting connections with colleagues nationwide.

The Sr Customer Service Representative is responsible for achieving customer satisfaction with accurate, timely, and consistent information, as well as offering effective solutions to both internal and external customer issues. This position provides reliable communications to customers resulting in strong business relationships. This position also handles more complex customers and situations. In addition, cases will be escalated from other Customer Service Representatives to this position for resolution.

Benefits you can count on:

• Generous benefits that start on your 60th day: medical, dental, and vision insurance, FSA/HSA and company-paid life insurance.
• Earn vacation time, and sick leave accrual from day one and paid holidays after 90 days.
• 401(k) Profit Sharing Plan after 90 days.
• Additional benefits: pet insurance, parental leave, employee assistance programs, discount programs, tuition reimbursement program, and more!

• Monitor customer reporting; communicate critical issues and handle wider scope of customers and complex customer situations.
• Manage customer requests for assistance, information, and issue resolution. Handle escalated calls from other teammates.
• Provide accurate and consistent responses to customer concerns and questions. Take immediate action to ensure customer needs are met.
• Maintain regular communication with customers and customer service teammates.
• Train teammates on customer service tools and applications.
• Assist manager with written procedures and training of new CSRs.
• Maintain customer files.
• Perform other duties as needed or assigned by supervisor.
• Other duties may be assigned.

• High School Diploma or GED.
• 4 or more years of McLane customer service experience.
• Ability to type 45 wpm and perform 10-key by touch.
• Excellent verbal and written communication skills, and organization and planning skills.
• Experience with Microsoft office applications and proficient using Excel.
• Ability to prioritize pending tasks in a logical manner.
• Ability to learn quickly, retain information, communicate effectively, and meet deadlines.
• Ability to make autonomous decisions that will benefit both the company and the customer.
• Extensive internal system knowledge, as well as an understanding of overall business structure and customer base.
• This position requires the ability to read, write, and understand English at a level sufficient to perform job-related tasks effectively and safely. This includes understanding work instructions, safety protocols, and communications essential to the role. The requirement is directly related to the nature of the job and ensures compliance with workplace safety and operational standards.

• Teamwork oriented
• Organized
• Problem solver
• Detailed