The Catering Customer Service Representative is responsible for accepting and processing Catering phone orders and disseminating them to appropriate Catering store locations, for the high volume Catering call center.
Position reports to Director of Restaurant Operations.
Answering designated catering phone line during established business hours and respond to guest catering orders.
Assist guests with planning and providing quotes.
Upsells and cross-sells additional products / services.
Monitors catering orders received by fax and e-mail.
Processes all catering orders by entering them into Catering Order system and generating catering invoices.
Disseminates catering orders to appropriate Catering Store Locations.
Follows up with store locations to ensure receipt of catering orders.
Maintains ongoing communication with catering store staff to ensure catering orders are processed timely and accurately.
Follows up with guests to ensure product and service were satisfactory.
Resolves customer issues by communicating with catering store management and determining any necessary remedial action.
Advises Director of Restaurant Operations of any catering issues on a timely basis.
Maintains acceptable attendance in accordance with established policies set forth in Employee Handbook.
Generates and maintains catering sales spreadsheets and reports.
Provides support to field catering team, i.e, managers, sales reps, drivers.
Generates Email campaigns to local schools and organizations, and coordinates mail-outs for fundraising programs and other promotions.
Completes bid proposals and vendor applications.
Generates monthly catering promotions for catering eClub members.
DESIRED KNOWLEDGE, SKILLS & ABILITIES (KSAs)
Minimum of 2 years’ experience in a similar customer service role in restaurant / hospitality industry.
Must be proficient in Microsoft Office Suite, i.e. Excel, Word, Outlook
Must have a high degree of drive and attention to detail with excellent customer service skills.
Must have excellent written and verbal communication skills with a passion for providing outstanding service to customers.
Strong interpersonal skills and strong ability to multi-task and manage multiple tasks simultaneously.
Ability to work independently and within a team environment in an effort to strengthen and sustain the Schlotzsky’s culture by providing outstanding support to team.
Strong ethics and integrity in building relationships with members of the Schlotzsky’s team, and with internal and external contacts.