Customer Service Rep.

Customer service representatives help customers with complaints and questions, give customers information about products and services, take orders, and process returns.

Duties and Responsibilities:

Maintaining a positive, empathetic, and professional attitude toward customers at all times.

Responding promptly to customer inquiries.

• Interacts with customers via telephone, email, or in person to provide support and information on products or services.
• Call on deli, dairy, and grocery departments.
• Manually enter and process customer orders into Navision, check availability of stock, shipping dates, quote pricing, fill order to customer specifications.
• Communicate and coordinate with Logistics for delivery instruction.
• Process and track orders and returns in a timely manner.
• Fields customer questions and complaints. Communicate customer complaints and shortages in daily Operations meeting.
• Ensures that appropriate actions are taken to resolve customers’ problems and concerns. When the issue is beyond the representative’s knowledge, forwards to the Customer Service Manager or other appropriate staff.
• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
• Coordinates and fulfills sample order for Sales team.
• Upsell products and services to maximize sales opportunities.
• Performs other related duties as assigned.

Required Education, Skills, and Experience:

• 
  High school diploma or GED, related experience and/or training, or equivalent combination of education and experience.
• Bachelor’s degree in a related field preferred.
• 1-3 years of customer service experience required.
• Excellent communication skills including active listening.
• Outstanding customer service skills with a friendly, professional, and calm demeanor.
• Service-oriented and able to resolve customer grievances.
• Ability to work alongside other customer service representatives in a collaborative work environment.
• Committed to professional development and open to coaching.
• Accurate data entry skills with attention to detail.
• Able to work in a fast-paced environment.
• Proficient in Microsoft Office Suite, Navision, or other customer relationship management software.
• Previous experience working in the food manufacturing industry preferred.
• Experience in outbound calling or sales is a plus.

Physical Requirements:

• 
  Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times