Overview

The Customer Support Representative 1 is responsible for managing incoming internal and external customer calls, emails and chats regarding inquiries that relate to order fulfillment.

Responsibilities

• Professionally communicates via email, phone and chat with peers and leadership.• Professionally communicates thoughts and ideas.• Positively able to receive feedback and apply it to their role and escalate concerns that might impact the business and/or operations.• Answer calls, emails, and chats from internal and external customers.• Support customers with activities, such as order placement, backorders management, purchase order inquiries and other general customer inquiries.• Answer product related questions from external customers and triage appropriately• Meets or exceeds expectations established by leadership.• Log customer complaints and feedback into appropriate local system• Analyzes data within local system for troubleshooting or to update standard KPIs.• Performs work within local Order Management System• Providing thoughts, comments, and positive discussion as an area representative in CI projects. Provides thoughts on the current process and proposed changes appropriate for job level. Ability to lead appropriate level projects.• Participate in CI projects as needed as an area representative.• Participates in local and/or global projects where role relevant feedback is needed. • Using knowledge within role to identify and propose solutions proactively.• Support and apply changes. Understands how the change applies to their role and able to follow as needed.• Collaborate cross functionally with Sales Divisions, or other Operational Units as needed.• Active participation in department meetings, providing new ideas to leadership, or submitting an idea through the local PMO process.• Identify and communicate discrepancies in policies and/or work instructions.• Identify and submit nonconformance/Up, Available, Secure, Compliant issues.• Perform work in compliance with Cook Quality Policy Manual• Work and interact effectively and professionally with and for others throughout various levels of the global organization.• Maintain regular and punctual attendance.

This job description in no way states or implies that these are the only duties to be performed. This position is expected to follow other job-related instructions and duties.

Qualifications

Education and/or Work Experience Requirements: • High school diploma, High School Equivalency Diploma or participating in a Cook sponsored program to obtain a High School Diploma or Equivalency Diploma• Requires 1-2 years of related experience.

Qualification Requirements:• Minimum 18 years of age• Basic Microsoft Outlook, Word and Excel capabilities• Local or standard order management system preferred.• Able to complete all tasks assigned by leadership with minimal follow-up.• Ability to navigate multiple systems to provide customers with information relevant to their inquiry. • Ability to perform under pressure.• Works well with peers in team environment to support departmental goals.

Physical Requirements:• Works under general office environmental conditions.• Sitting for extended periods.• Utilizes close visual acuity for working with computers and equipment.• Must be able to perform the essential functions of the job, subject to reasonable accommodation requirements under the ADA.