Customer Service Representative II

Customer Service Representative II

Summary: We are hiring a Customer Service Representative II who will serve as the liaison between customers, the sales team, and various departments; responsible for the coordination of special orders, managing the flow of goods, and successfully resolving issues. This position requires the ability to multi-task and make sound decisions in a complex, fast paced environment with minimal supervision.

About Imperial: Imperial is a recognized leader in supermarket non-foods distribution and merchandising. For over 85 years, we’ve helped our partners grow smarter and stronger—offering unmatched product selection, customized programs, and expert retail support across health, beauty, wellness, general merchandise categories. IDI supports over 50 regional and independent retail grocery banners with products from major national CPG brands as well as customized private label and seasonal program options. What sets us apart? Our singular focus is on providing retailers with the value, innovation, and differentiation they need to thrive in today’s dynamic marketplace. Our Mission prioritizes people, embraces change, and fosters growth. And our Vision is to redefine partnership with a lasting impact on our customers, communities, and the industry. At the center of it all is our amazing team.

Pay: $20.37+/hr based on experience

Essential Responsibilities

• Work collaboratively with Purchasing, Accounting, Sales Management, and Distribution Center Personnel to assist in order coordination, customer questions, inventory inquiries, and resolving customer related problems by successfully navigating and utilizing the AS400 System.
• Work with DC management team to coordinate seasonal loads in remote seasonal facility (cubic reports, order conversion, order processing and delivery).
• Perform administrative duties for key customers using Customer specific online portals, supplying new item set up information using customer specific new item Forms.
• Process orders for customers and sales/service personnel.
• Coordinate special orders and special deliveries for both customers and salespeople.
• Run and distribute various reports using Microsoft Excel, Word, Adobe, and Sequel Viewpoint Action.
• Update entries for the process of new item distributions/ Ad items and reserves for key customers using Smartsheet.
• General mailings, Data entry verification and filing.
• Answer phones and transfer phone calls.
• High level of discretion pertaining to confidential information.
• Administrative support during seasonal trade shows.
• Other related duties as assigned by the manager.

Qualifications

• High School Diploma or GED
• Customer Service experience
• Detail oriented
• Good communication skills, ability to make sound decisions
• Telephone Skills, Verbal Communication, Listening, Professionalism, Customer Focus, Organization, Informing Others, Handles Pressure
• Ability to work with minimal supervision
• PC skills (Intermediate skill with MS Outlook & Word and intermediate to advanced skill with MS Excel), and data entry experience.
• Proven ability to effectively prioritize, respond to, and meet deadlines while maintaining the highest standards of completeness and accuracy.
• Flexibility with completing deadlines (Ex: Work late if necessary)
• High level of Professionalism, Customer Service Excellence and Confidentiality
• High sense of urgency, drive and willingness to do what it takes to get the job done
• Speaking clearly and with empathy in both positive and negative situations
• Background check and drug screening required.