Job Description

The Customer Care Representative provides world-class customer service by serving as a single point of contact to all customer inquiries regarding products and services available through Avendra. 

Position reports to Senior Manager, Customer Service

Job Responsibilities

Primary Responsibilities

• Provide customer service support to all Avendra customers; articulate the features and benefits of Avendra programs
  • Respond to customer support inquiries for 1-866-AVENDRA, the Customer Service email inboxes and live chat with timeliness and courtesy
  • Identify concerns expressed by members
• Develop and maintain ongoing mastery of the internal Administration Tools, Avendra Supplier programs and Avendra’s E-Commerce platform
• Monitor and maintain technical integrations with various systems:
  • EDI 850/855/810 transmissions
  • Accounts Payable integrations
  • Supplier catalog integrations
• Document and resolve quality and service-related issues by utilizing various software program
• Provide internal support to key internal and external stakeholders
  • Interact with all levels of management within Avendra in addition to our supplier and customer base

Secondary Responsibilities 

• Support release of new technology by conducting user acceptance testing and providing the voice of customer feedback
• Conduct specialized technology and supplier education training via webinar as necessary
• Enroll and update customer records in eRM
• Complete special projects/assignments as requested by the Senior Manager of Customer Service
• Provide support on holidays or weekends when required

Primary Competencies

• Functional/Technical Skills
• Effective Written and Oral Communications
• Problem Solving & Analytical Skills
• Relationship Building
• Planning and Organization
• Quality & Continuous Improvement

Other Duties. Please note this role description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required for this job.  Duties, responsibilities and activities may change at any time with or without notice.

Work Environment.   This job operates in an office setting.  This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands.  This is largely a sedentary role with some light lifting of files possibly needed. 

Qualifications

Role Requirements

• Excellent customer service skills and telephone etiquette
• Ability to effectively navigate through multiple IT platforms
• Strong communication and interpersonal skills (written and verbal)
• High quality organizational skills – great attention to detail. Ability to function in a multi-tasked and fast paced environment
• Excellent listening, analytical skills and ability to be impartial
• Ability to prioritize time sensitive issues
• Training experience in a group, individual, or online setting a plus
• Experience in hospitality, purchasing and/or procurement a plus
• Proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint, etc.)
• Bilingual in Spanish/English a plus
• Willingness to work flexible hours when required

Overnight Travel Requirements. Type: None  

Years of Relevant Experience.   2-4 years of experience

Education Requirements.    BS/BA in relevant field or equivalent years' experience preferred

Benefits

BENEFITS: Aramark offers comprehensive benefit programs and services for eligible employees including medical, dental, vision, and work/life resources.   Additional benefits may include retirement savings plans like 401(k) and paid days off such as parental leave and disability coverage.  Benefits vary by location and are subject to any legal requirements or limitations, employee eligibility status, and where the employee lives and/or works.  For more information

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