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US Foods Customer Service Associate, USF Direct in Rosemont, Illinois

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The Customer Service Associate will support USF Direct by responding to customer inquiries from all channels of the organization (markets, local and national sales, customers, etc.) on subjects that include shipping, warranties, returns, damages/lost or redirected shipments, billing errors, and service. They will provide timely, courteous and accurate service to internal and external customers.


Customer Responsibilities:

  1. Manage relationships with all customer channels through these communication vehicles: phone, e-mail, and live chat. Assist all customers in a professional, courteous, reliable, and responsive manner. Respond promptly with appropriates sense of urgency to customer contacts while providing superior customer service. Answer questions and provide product, processing, and pricing guidance.

  2. Support customers and sellers on a variety of topics, including general USF Direct training, walking stakeholders through the order and delivery process, and answering any Direct related questions

  3. Initiate order inquiry process (SOUS) by gathering necessary order detail, working with vendors on receiving appropriate information (in stock dates, credits, order tracking), and following up with customers and sellers in a timely manner

  4. Support shipping related questions, including advising customers where to find shipment tracking numbers, plus working with vendors where tracking numbers are not provided.

  5. Negotiate disputes of large dollar amount problems as a company and customer advocate. Negotiations may include allowances, credits, or replacement orders.

  6. Follow up on outstanding issues/negotiations that may take months for final resolution. Follow guidelines/processes and determine appropriate concessions to customers where applicable. Negotiate with suppliers, including product vendors and carriers, for actions or credits as necessary. Utilize best judgment in many unique situations that don’t occur repeatedly.

  7. Reach out to other customer service associates, USF Direct teammates, or other US Foods departments for further assistance with vendor/customer negotiations. Handle questions from customers relating to an ever-growing list vendors and product assortment.

  8. Follow-up and ensure that customer credit is given promptly and accurately, including credit/debit memo process.

  9. Answer product operational questions for customers. Utilize vendors to source additional item information, as well as potentially advise on operating/installation instructions or service providers.

  10. File shipping and handling claims including arrangement of inspections, arbitrating claims, and following up to assure resolution and customer credit.

  11. Develop and maintain a sufficient level of knowledge on customer issues, vendor processes, products and systems.


Education/Training: The position requires a high school diploma or GED equivalent.

Related Experience:

Strong verbal and written communication skills are essential requirements for the position.

3 years of experience working in an office/call center or customer service environment.


  1. Strong verbal and written communication skills are essential requirements for the position.

  2. High level of detail orientation, follow up, decision making, multi-tasking ability and problem solving are necessary. Negotiation skills require ability to balance profitability and customer experience across the organization during expediting, pricing concessions, and problem solving when there is not a clear-cut guideline.

  3. Ability to build and maintain rapport with all types of customers

  4. Ability to calculate basic math equations including pricing, discounts, mark ups.

  5. The position requires above average personal computer skills and proficiency using Microsoft Office software to include Excel, Word, and Email and the ability to use Intranet and Internet applications.

  6. Accurate grammatical and spelling skills are necessary.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Individual will need to speak, hear, see, sit, or stand as needed. The incumbent will be required to perform computer keyboarding activities. The position will require walking primarily on a level surface for periodic periods throughout the day. The position will also require reaching above shoulder heights, below the waist, or lifting items as required for products, filing documents or storing materials throughout the workday. The position requirements may also include lifting items that weigh up to 50 pounds for products, files and computer printouts on occasion.


EOE* Race/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Protected Veteran/Disability Status*


We're continually updating our safety procedures and taking every measure to ensure the protection of our candidates, associates and customers. Our workplace safety efforts include using sanitized interview rooms, social distancing, providing masks and gloves and sanitizing truck cab interiors. We also have COVID-19 Wellness Checks for anyone entering our facilities and safety barriers in select locations in our production facilities. To help our customers make it in this challenging time, we’re providing robust support including webinars, one-on-one consults with our experts and detailed reopening materials.

US Foods is proud to have donated $10 million in food to help with COVID-19 relief efforts to help our local communities make it. Learn more here .

US Foods is one of America’s great food companies and a leading foodservice distributor, partnering with approximately 300,000 restaurants and foodservice operators to help their businesses succeed. With 28,000 employees and more than 70 locations, US Foods provides its customers with a broad and innovative food offering and a comprehensive suite of e-commerce, technology and business solutions. US Foods is headquartered in Rosemont, Ill., and generates more than $28 billion in annual revenue. Visit to learn more.

US Foods may collect personal information from you in connection with the application process. US Foods complies with the California Consumer Privacy Act of 2018, and its policy may be found here ( .

US Foods, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other basis prohibited by applicable law.

EEO is the Law poster is available here ( .

EEO is the Law poster supplement is available here ( .

Pay Transparency policy statement is available here ( .

US Foods is committed to working with and providing reasonable accommodation to individuals with disabilities. If reasonable accommodation is needed to participate in the interview process or to perform essential job functions, please contact our US Foods Application Accommodation Line at 866-960-5886. You will be prompted to leave a message. Please state the specifics of the assistance needed and your contact information. A member of our HR department will return your call within two business days.