Guest Supply, LLC

  • Customer Service Representative

    Job Locations US-OH
    Posted Date 1 month ago(12/13/2018 8:13 AM)
    Job ID
    # of Openings
    Customer Service/Support
  • Overview

    Who We Are:

    Guest Supply is a leading global manufacturer and distributor to the Travel and Leisure industry, providing products to over 25,000 hotels in 88 countries. Rapidly approaching a billion dollars in annual revenue, Guest Supply has grown its’ business by over 200% in the last 7 years. Guest Supply is also a wholly owned subsidiary of Sysco. Sysco is a 50 billion dollar, industry leading, global food and beverage distribution company, employing hundreds of thousands of employees worldwide and home to the 13th largest sales organization in the world.



    The Customer Service Representative provides customer and Territory Managers (TMs) support with the sales of hotel and operational supplies.


    • Customer & Territory Manager Support:
      • Answer incoming calls and emails from TMs. Research and provide information such as estimated time of arrival (ETA), customer history data, order tracking, delivery issues, proof of delivery, etc.
      • Provide customer with order history information (i.e., item #, quantity, etc.) and pricing.
      • Process orders (including new, cancellation or additions to current order), invoices, credits/returns and respond to customers’ inquiries.
      • Enter and update vendor drop ship orders, including vendor manufacturer ID, cost of goods, color specifications, sizes, etc.
      • Back Orders – If item is out of stock, check ETA. If not readily available, check availability of stock to determine if shipment can wait, needs to be pulled from another Distribution Center or substituted with a replacement item.
      • Research and obtain ETA, proof of delivery, shipment tracking and information on returns and other request as needed.
      • Prepare and send customer order acknowledgments.
      • Inform TM and customer of standard procedures, order status and/or resolution of problems, if applicable. Follow up, either verbally or in writing to ensure proper customer satisfaction.
    • Problem Resolution – Review and resolve issues with customer orders such as delivery issues, shipment discrepancy and back orders. Review and process Adjustment Request Form or Return Material Authorization following approval.  Review any exceptions to Company’s standard shipping policies with management.
    • Training – Regularly participate in Sysco Interactive University (SIU), vendor and other company training programs.
    • Communicate regularly with internal Departments:
      • Accounting – update on orders for Release on Hold.
      • Purchasing – tracking and proof of delivery, ETA on drop shipments, items discontinued for delivery replacement items


    • Excellent communication (verbal and written), interpersonal and professional interactive skills are necessary to perform at a high degree of proficiency. Ability to effectively present information and respond to questions from suppliers, customers, management and inter-department staff.  Capable of working with internal staff from other departments in a proactive and constructive manner.
    • Customer Service – Respond promptly to requests for service and assistance as needed. Follow up as needed.
    • Planning / Organization - Ability to prioritize and manage multiple priorities/deadlines and shift priorities as necessary. Uses time effectively.
    • Problem Solving - Identifies and resolves problems in a timely manner. Gathers and analyzes information skillfully. Develops alternative solutions.
    • Judgment - Displays willingness to make decisions. Exhibits sound and accurate judgment. Makes timely decisions.
    • Professionalism - Approaches others in a tactful manner. Reacts well under pressure. Follows through on commitments.
    • Detail Oriented – Attention to details and accuracy.
    • Proficient use of MS Windows and Office (Word, Excel, PowerPoint, Access and Outlook) and familiarity in maintaining a customer database and Internet navigation.
    • 2 years’ Customer Service experience, including working knowledge of shipping procedures and practices; inventory control processes, procedures and practices; and inventoried product line specifications (dimensions, weight, etc.).
    • Call Center experience a plus.
    • High School diploma or GED required. College degree preferred.

    Here are just some of the benefits you will enjoy in this role:
    Health, dental and vision insurance
    401(k) with company match
    Short and long term disability insurance
    Flexible dependent and health spending accounts
    Paid time off – vacation, sick and personal days

    While performing the duties of this job, the employee is regularly required to sit, stand, walk and use hands and fingers to operate a computer keyboard, mouse, and telephone to talk and hear. The employee is frequently required to sit and reach with hands and arms. The employee must occasionally lift and/or move up to 20 lbs.
    While this position will primarily work in an office environment, travel, including overnight (approx. 30 %) may be required to attend company events, staff meetings, training sessions, customer meetings and/or industry or vendor trade shows.
    May be required to utilize personal vehicle for business travel that may result in long periods of sitting. Must maintain a valid driver license with a driving record that meets Company minimum standards and maintain current automobile insurance coverage as set forth by Sysco.
    The noise level in the work environment is usually moderate.
    Overtime work may be required depending on business needs.

    NOTICE: The above statements are intended to describe the general nature of the environment and level of work being performed by this job. This job overview in no way states or implies that the duties and responsibilities listed are the only tasks to be performed by the associate in this job. The associate will be required to follow any other instructions and to perform any other job related duties requested by his or her supervisor.

    Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.
    This job description supersedes prior job descriptions. When duties and responsibilities change and develop, the job description will be reviewed and is subject to changes of business necessity.

    EEO/AA Employer


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