Customer Service Representative, Cold Storage

Chick-fil-A Supply is hiring a Customer Service Representative to support a growing network of Cold Storage facilities servicing both internal and external Distribution customers. This role offers a unique opportunity to contribute to an entirely new operation for Chick-fil-A Supply! As the primary point of contact for our Distribution customers, this person will manage key order to cash processes relative to our Cold Storage operations which includes, but is not limited to, managing customer order receipt, validation and exceptions and supporting all activities required to ensure on-time, in-full deliveries.

About Chick-fil-A Supply

A wholly owned subsidiary of Chick-fil-A, Inc., Chick-fil-A Supply™ is a distribution service provider focused entirely on serving the unique needs of Chick-fil-A restaurants. 

Due to steady, year-over-year sales and volume growth, combined with the complexity in our Restaurants, Chick-fil-A Supply supports current and future Restaurant needs through distribution innovation that extends the Chick-fil-A culture of care to those it serves, as well as those it employs.

This subsidiary is in the early stages of development and is a dynamic, fast-paced work environment focused on launching this new service to Restaurants across the nation.

• Serve as the primary point of contact for Distribution customers and embrace Chick-fil-A’s culture of care to provide best-in-class customer service, both internally and externally
• Gather new customer requirements and execute required onboarding activities
• Manage customer orders and ensure on-time, in-full order fulfillment through effective planning and communication with Distribution center teams
• Identify and remedy issues with customer orders, inventory and inbound/outbound shipments
• Collaborate with Transportation partners to ensure adherence to loading and shipping schedules and escalate service risks appropriately
• Review and action Overage, Shortage & Damages exceptions
• Support general Accounts Receivable inquiries and exceptions, as needed
• Generate and report on KPIs related to distribution performance and customer experience
• Iterate upon and enhance new processes and reporting to increase efficiencies within Cold Storage operations

• Humility to learn a new business while applying relevant experience

• Proven ability to build rapport and provide best-in-class customer support

• Active listening and problem-solving in a fast-paced environment

• Strong communication skills, both written and verbal

• High degree of organization and attention to detail

• Prior order management experience in Oracle, SAP or similar ERP system

• Familiarity with inventory management and demand planning functions

• Proficiency in Microsoft Office applications, including Excel and PowerPoint

• General understanding of EDI order and invoice transactions

• Bachelor’s Degree in Business, Supply Chain, Engineering or other related field

• 3+ years of experience in a customer experience/service role