Compass Group, North America Customer Service "BuySmart" Lead in Charlotte, North Carolina

Customer Service "BuySmart" Lead 7/13/17North Carolina-Charlotte

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Job ID: CC07131778335Great People. Real Opportunities.Description:

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Job Description:

Foodbuyis the industry’s leading Group Purchasing Organization (GPO) focused on being a world-class provider of foodservice and hospitality purchasing, supply chain and support services, renowned for our great people, our great services and our great results.

The BuySmart Purchasing Support Desk is a contact center that receives inquiries from Compass operators who need information related to purchasing or help resolving issues with current suppliers and systems. BuySmart Agents employ a number of technologies and a comprehensive knowledge of all Foodbuy processes to reply to operators from all Compass sectors.


  • The BuySmart Purchasing Support Desk is the initial point of contact for Compass operators who have Procurement questions or concerns.

  • Provide guidance to multiple units across all sectors in ordering the products they need.

  • Educate operators on parameters for ordering from preferred suppliers.

  • Using knowledge and resources, resolve cases for operators on first contact as often as possible.

  • Agents must know the who, what, where, and when of purchasing, including:

  • Purchasing programs and processes

  • Vendor performance relative to order accuracy, product quality, delivery and customer service

  • Pricing questions

  • Distribution systems

  • Products on Managed Order Guides (interpret product descriptions, understand product differences and similarities, facilitate finding needed products, as well as adding products to MOGs)

  • Special Orders

  • Quality Assurance concerns

  • How to find certain types of products or suppliers

  • How various product programs work (i.e. linen, chemicals, smallwares, broadliners, etc.)

  • Navigate through dozens of unique workflows to resolve problems of various types.

  • Provide support for Online Order Entry

  • Training support for operators new to the software

  • Troubleshooting for operators when:

  • Software goes down

  • Vendors’ systems go down

  • Software doesn’t perform as it should

  • Operators experience connectivity issues

  • Work directly with both distributors and manufacturers nationwide to resolve a wide range of problems for operators.

  • Consult with the Field Implementation Managers (FIMs) as needed on problem resolution.

  • Escalate issues as appropriate to supervisors/manager.

  • Act as a liaison between operators and Foodbuy associates to resolve outstanding issues.

  • Work to understand all answers gleaned from Foodbuy associates and/or vendors, and re-phrase answers as needed to ensure operators understand our reply.

  • Work on special projects, both independently and as part of a team.

  • Update shared site as information changes.

  • The typical work schedule for this position will be 10:00a to 7:00p.


  • Computer skills: strong Excel and Word capabilities.

  • High aptitude for learning software programs (Online Order Entry, Remedy, Outlook)

  • Excellent communications skills, both in speaking and in writing.

  • Good judgment, with the ability to make timely and sound decisions.

  • Creative problem-solving skills.

  • Ability to navigate through dozens of unique workflows to resolve problems of various types.

  • Relevant business experience or college degree.

  • Two to five years experience in Foodservice or within Compass Group preferred.

  • Ability to multitask and prioritize cases by urgency.

  • Ability to work in a focused way despite other conversations happening nearby.

  • Exceptional organization skills.

  • Versatility, flexibility, and willingness to work within constantly changing priorities with enthusiasm

  • Purchasing experience a plus; Ability to apply Procurement knowledge to resolve incidents.

  • Creative, flexible, and innovative team player

  • Commitment to excellence and high standards

  • Associates Degree is required

Apply to Foodbuy today!

Foodbuy is a member of Compass Group USA

Click here to Learn More about the Compass Story

Compass Group is an equal opportunity employer. At Compass, we are committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law.


Career LevelMid Career (2+ Years Experience)SectorFoodbuyAreas of InterestPurchasing/Procurement, Administrative and Support ServicesEducationBachelor's DegreeLocaleNorth Carolina-CharlottePreferred LanguageEnglish