Customer Service Rep II

The Customer Service II Representative provides exceptional support to customers and sales representatives by processing and coordinating orders, managing special orders, resolving complex issues, and ensuring timely and accurate solutions. This role serves as a key resource for addressing customer needs, collaborating across departments, and maintaining a high level of service throughout the order process.

About Imperial (IDI)

Imperial, founded in 1939 and headquartered in Worcester, MA, is a leading privately lead distributor of supermarket non-foods. We’ve helped our partners grow smarter and stronger—offering unmatched product selection, customized programs, and expert retail support across health and beauty care, seasonal items, general merchandise categories. With more than 700 associates and a state-of-the-art distribution center, Imperial serves chain and independent retailers across 22 states. Imperial is recognized throughout the Northeast and Mid-Atlantic for excellence in distribution, merchandising, and category management.

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.

Essential Responsibilities:

• Customer support
• Manage assigned customers/districts
• Process orders for customers and sales/service personnel
• Coordinate special orders and special deliveries for both customers and salespeople
• Research and follow-up on orders and inventory inquiries
• Generate and distribute reports
• Answer phones and resolve customer issues
• Data entry verification and filing
• Performs administrative duties
• General mailings
• Other related duties as assigned by the manager

Qualifications/Skills

• High School Diploma or GED
• PC skills (Intermediate skill with MS Outlook & Word and intermediate to advanced skill with MS Excel), and data entry experience.
• Background check and drug screening required.
• Customer Service experience
• Detail oriented
• Well organized
• Good communication skills

Why Join Us

• Growth Culture: Opportunities for professional advancement
• Employee Perks: Discounted product store, food events, and summer food trucks
• Comprehensive Benefits: Health, dental, vision, 401(k), bonus, PTO and more

**A full comprehensive job description will be available during the interview process, this is a condensed job posting.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.