Customer Service Representative II (CSR II)

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 II (CSR II) serve as senior-level contributors within the Customer Service team. In addition to managing complex customer interactions and advanced order processing, CSR IIs provide escalation support, mentor CSR I team members, and act as a key liaison between Customer Service, Sales, and Operations.
This role is critical to maintaining service excellence, improving processes, supporting team development, and ensuring high-priority customer needs are handled accurately and efficiently.

Key Responsibilities
Advanced Customer Interaction & Order Management
• Handle complex customer inquiries, escalations, and high-priority accounts with professionalism and confidence.
• Manage advanced order scenarios, including modifications, shortages, credits, RMAs, refunds, and delivery issues.
• Ensure accuracy standards are consistently met or exceeded, particularly for high-risk or time-sensitive orders.
• Serve as a point of escalation for CSR I team members when issues require additional analysis or decision-making.
Sales & Cross-Functional Partnership
• Work closely with Sales Representatives to support customer needs, special-order requests, and time-sensitive resolutions.
• Proactively communicate order status, shortages, and service impacts to Sales and internal stakeholders.
• Support one-on-one Sales partnerships by providing knowledgeable, reliable customer service coverage.
Mentorship & Team Support
• Mentor and support CSR I team members through coaching, knowledge sharing, and best-practice reinforcement.
• Assist with onboarding of new CSRs, including platform navigation, order accuracy standards, and escalation protocols.
• Provide informal guidance and support during peak periods to help stabilize queue flow and service levels.
Process Improvement & Operational Support
• Identify recurring issues, inefficiencies, or training gaps and escalate opportunities for improvement to leadership.
• Assist with testing, reinforcing, and adopting updated processes, SOPs, and system changes.
• Support operational initiatives that improve customer experience, order accuracy, and internal efficiency.

Qualifications & Skills
Required
• Minimum of 3–5 years of customer service experience or related experience.
• Demonstrated success in a high-volume, fast-paced customer service environment.
• Strong written and verbal communication skills with the ability to handle escalations professionally.
• Advanced proficiency in CRM systems, Microsoft 365, and customer service platforms.
• Strong analytical and problem-solving skills with the ability to make sound decisions independently.
• Proven attention to detail, dependability, and ability to manage competing priorities.
• Ability to maintain composure and professionalism in high-pressure situations.
Preferred
• Food service and/or retail produce industry experience.
• Experience supporting Sales teams or managing assigned Sales partnerships.
• Bilingual (English/Spanish) communication skills.
• Prior experience mentoring, training, or acting as a lead resource within a team.

#LI-BC 1

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The above job description is not an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties as assigned by their supervisor.

Perks & Benefits:
• Paid Vacations, Paid Holidays
• Health, Dental and Medical Benefits
• Weekly pay
• Life Insurance
• 5% above cost for our high-quality food products
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