Customer Service Representative

About The Chefs' Warehouse
The Chefs' Warehouse, Inc. (http://www.chefswarehouse.com) combines exceptional quality and brand building with broadline food service distribution for more than 40 years. With Protein, Specialty, Produce, and Broadline offerings, we service the most discerning chefs in a hybrid approach of convenience and superior quality. We introduce more than 4,000 artisan producers of the world’s finest ingredients from over 40 countries to the finest chefs in the world. We passionately consult, sell, and build relationships with more than 50,000 customers through the most experienced network of over 600 consultive sales associates, best-in-breed technology, rapid service, and support levels that solidify our long-standing ties to both established and up-and-coming premium restaurants.


Mission: The mission of The Chefs’ Warehouse is to provide the world’s greatest ingredients to the world’s best chefs.

Our C.H.E.F.S. Values:

Curious & Creative
Hungry For Food & Results
Entrepreneurial
Forward Thinking & Flexible
Supportive (Of Peers & Chefs)


Primary Job Function
• Customer Service Representatives operate in an ERP-driven order management environment, functioning as order management specialists rather than traditional call-center support.
• This role requires precise execution within enterprise systems that directly impact revenue recognition, fulfillment accuracy, inventory flow, and customer satisfaction.
CSRs are responsible for entering, validating, and managing orders within related platforms where errors can result in downstream operational disruption, financial loss, credits, rework, and customer dissatisfaction.
• As such, accuracy, system proficiency, and procedural adherence are critical to the success of the business.
CSR II serve as the frontline foundation of the Customer Service team and are responsible delivering consistent, professional service in accordance with established procedures. The role focuses on execution, accuracy, responsiveness, and learning, providing the core skills and experience necessary for progression into advanced Customer Service roles.
Key Responsibilities
Customer Interaction & Order Processing
Answer inbound calls and emails to assist customers with placing orders, order modifications, and product inquiries.
Accurately enter and process customer orders in accordance with established procedures and timelines.
Maintain a high standard of professionalism and courtesy in all customer interactions.

Order Accuracy & Execution
Ensure 99%+ accuracy when entering and processing orders.
Review order details carefully to prevent duplication, errors, or omissions.
Utilize available tools and reports to verify order accuracy and completeness.

Post-Sale Support (Tier I Scope)
Support routine post-sale requests, including basic returns, exchanges, RMAs, and credit requests in accordance with documented procedures.
Track delivery status and provide standard updates to customers as needed.
Escalate complex, time-sensitive, or non-routine issues to CSR II, CSR III, or leadership following established escalation paths.

Sales & Team Collaboration
Work collaboratively with Sales Representatives to support customer needs and routine service requests.
Communicate clearly and timely with internal teams regarding order status or customer needs within defined scope.
Accept assigned tasks and requests from CSR II or leadership and complete them accurately and within required timeframes.

Process Adherence & Learning
Follow all SOPs, templates, and workflows consistently.
Learn and apply platform functionality, product knowledge, and service standards.
Seek guidance when encountering unfamiliar or complex scenarios.
Actively participate in training and coaching to build proficiency and confidence.
Qualifications & Skills
Required Minimum of 3 years of customer service or related experience.
High school diploma or GED required.
Strong written and verbal communication skills.
Ability to multitask, prioritize tasks, and manage time effectively in a fast-paced environment.
Proficiency in CRM systems, Microsoft 365, and customer service platforms (or ability to learn quickly).
Strong attention to detail and commitment to accuracy.
Dependable, punctual, and professional in appearance and conduct.
Ability to manage stressful situations calmly and professionally.

Preferred
• Food service and/or retail produce experience.
• Bilingual (English/Spanish) communication skills

Performance Expectations
• Attendance & Punctuality: Maintain 90%+ on-time attendance.
• Call & Email Responsiveness: Answer calls promptly and respond to emails within
established service standards.
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