Customer Service Representative

Position DescriptionJob Title: Customer Service RepresentativeDepartment: Inside SalesReports To: General Manager PURPOSE OF THE JOB Provides Customer Service to all customers or to a specific customer base/territory. In a hands on fashion, assists the outside sales force with sales-related issues and/or inquiries and follows BakeMark’s guiding principals of Best Practice process improvements and cultural attitude to meet or exceed objectives. This is accomplished by performing the following principle/essential accountabilities: PRINCIPAL/ESSENTIAL ACCOUNTABILITIES: INSIDE SALES Provide exceptional Customer Service in accordance with policies, guidelines, and procedures established by Executive Management. Takes customer orders via phone and fax, and enter orders into the system. Invoices orders throughout the day, as required. Works with the Customer Service/Office Supervisor to respond to customer issues, e.g. short shipments, rush deliveries, etc. Consistently increases personal knowledge of new and existing items, customers, pricing, routing, specials and sales techniques. Participates in call-out programs, as required. Upsells to all customers in an effort to increase sales. Communicates in an efficient manner with the operations department / warehouse staff regarding truck routing, delivery schedules and order preparation. Assists in coordinating key customer accounts on a daily basis to ensure service levels are maintained at the highest levels.   CUSTOMER FOCUS Maintains personal relationships with key accounts. Maintains a proactive, visible relationship with entire customer base. Follows up on all customer requests and questions to ensure appropriate response is made and customer is satisfied. Treats all customers (both internal and external) with dignity, respect, courtesy and kindness. Accepts responsibility to consider how actions affect our customers and our company. PERFORMS OTHER DUTIES AS ASSIGNED QUALIFICATIONSThe individual must be able to perform each principle and essential accountability satisfactorily. Customer Service experience and a proven track record in delivering results is expected, and a thorough knowledge and ability to read, interpret, and understand product information is desirable. The ability to transfer oral information to a written form accurately is an absolute requirement. A positive attitude is a must. Needs ability to be a part of an effective team.Prior experience should be in bakery ingredients or food-related business. Beverage industry experience may apply. Previous customer service roles are beneficial. Ability to interact effectively at all organization levels is required. Computer skills are required. A well-rounded lifestyle and sense of humor, with an appreciation for diversity can be advantageous. Unquestionable ethical conduct in both business leadership and personnel dealings are an absolute requirement.Ability to define and resolve problems, collect data, establish facts, and draw valid conclusions. EDUCATION and/or EXPERIENCEHigh School degree required, with five to seven years of related experience and/or training.. COMMUNICATION SKILLSAbility to read and understand product information and use this knowledge to provide information to customers. Ability to effectively present information and respond to questions from groups of executives, managers, clients, customers, and the general public. PHYSICAL DEMANDS/ENVIRONMENTThe physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularlyrequired to sit, talk, and hear. The employee is occasionally required to stand; walk; use hands to write and use a computer keyboard. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus. The noise level in the work environment is usually moderate.