Customer Service Representative

Description

Primary Purpose: Serve as a direct liaison between Customers, Sales Representatives & various ASI Departments assisting in processing orders, handling complaints, solving billing issues as well as other customer inquiries.  To be an advocate for our customers with the goal of providing the highest service level possible. This is a remote position. Preference given to candidates in the PST or MST time zones.

Responsibilities:

• Process orders received via Fax, EDI, email & by phone
• Verify pricing and shipping dates within 24 hours after receipt
• Maintain order guide & pricing in the software system
• Proactively communicate with Production & the Warehouse to avoid potential customer shorts including releasing lots & allocation of an item if needed
• Track order fulfillment & communicate shorts to our customers with information on when product will be available or suggest a substitute item
• Work with the Accounting Department to resolve credit issues & to release orders
• Process PO change requests, returns & samples
• Handle customer issues & complaints by referring the issue to the appropriate department & logging them into the system.  Follow up to resolution.
• Communicate with Sales, Supply Chain, Production, Logistics & Warehousing on a regular basis to ensure our customer’s needs are met
• Organize work to meet deadlines
• Assist the Sales Department in growing customer business

Qualifications

Education, Qualities and Skills Required:

• High school diploma required; Associate’s or Bachelor’s degree preferred
• 2-3 years’ experience in a customer service role, preferably in a grocery, food or retail channels
• Strong computer skills, including proficiency in Microsoft Excel and Outlook; experience working within Sage X3 or other similar ERP system is a plus
• Familiarity with EDI transaction sets
• Able to thrive in a fast-paced environment and remain calm under pressure
• Works with a high sense of urgency
• Dependable and results oriented
• Self-directed and able to work well independently or in a team
• Organized with high attention to detail, accuracy and follow through
• Above average communication skills (written and verbal)
• Strong interpersonal skills
• Skilled in problem solving, research and time management
• Able to multitask

Supervisory Responsibility:

No direct supervision required.

Work Environment:

Typical office working environment which includes a workstation equipped with a computer and other office supplies necessary for daily tasks.  Typically climate-controlled to provide a comfortable working temperature year-round.  Lighting is usually a mix of natural and artificial sources to ensure sufficient lamination. This is a remote position.

Position Type/Expected Hours of Work:

This is a full-time hourly position, and hours of work and days are Monday through Friday. Expectations of 45 hours per week, to be worked during normal business hours.

Physical Requirements:

The physical requirements for an office environment typically include:

1. Sitting: Prolonged periods of sitting at a desk or workstation.
2. Typing: Frequent use of hands to type on a keyboard and operate a computer mouse.
3. Visual Requirements: Extended periods of viewing a computer screen and reading printed or digital documents.
4. Mobility: Occasional walking or standing, including moving between different areas of the office.
5. Manual Dexterity: The ability to handle office equipment, such as phones, printers, and copiers, and to file documents.
6. Communication: Clear verbal and written communication skills for interacting with colleagues, customers, and vendors.
7. Lifting: Occasionally lifting and carrying light objects, typically up to 20 pounds, such as files, documents, or office supplies.
8. Reaching and Bending: Reaching above shoulder height and bending to access files and office supplies.
9. Hearing: Adequate hearing ability to participate in meetings and teleconferences.

These requirements ensure that employees can perform their duties effectively and safely within an office setting. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Compensation and Benefits:

The budgeted salary range for this position is $25-$32 per hour, with a 5% annual bonus potential.

Our comprehensive benefits package includes:

• Health, dental, and vision insurance
• 401(k) plan with 4.5% employer contribution
• Paid time off and holidays
• Professional development opportunities
• Employee wellness programs

Salary range is based on consideration of required qualifications, experience, education, skill, training, certifications or seniority, etc.  Schuman Cheese reserves the right to offer the selected candidate or applicant an hourly rate or salary at an appropriate level to be set and determined by Schuman Cheese that is commensurate with the applicant’s qualifications, experience, education, skill, training, certifications or seniority.

Salary : $25 - $32