Customer Service Representative

Job Responsibilities

• Answer incoming customer inquiries via phone and email and intake information to assist with order placement, refunds or exchanges.
• Troubleshoots customer complaints and attempts to anticipate any customer issues in order to provide superior service to all internal and external customers.
• Makes recommendations to Customer Service Manager and Sales regarding trend information though data collection and repetitive observation in order to anticipate solutions and identify organizational opportunities to capitalize on market changes and adjustments.
• Research & resolve invoice deductions and claims.
• Performs administrative support to Regional Sales Managers in the form of correspondence and report generation, data entry, credit deductions and collections.
• Maintains a robust working knowledge of all products, services, and guarantees to ensure ability to answer questions and troubleshoot problems as they arise during the course of customer and broker interactions.
• Responsible for maintaining positive broker and sales territory relationships to address their product needs to ensure appropriate inventory is available to meet sales requirements.
• Maintains assigned customer and broker records in order to generate reports to efficiently manage assigned workload and territories.
• Contributes to a team and collaborative environment by accomplishing related project or tasks as needed to assist with department workflow and output.
• Ensure that required competencies to carry out these job functions affecting product legality, safety and quality are met in accordance with the Quality Policy and the Global Food Safety Initiative (GFSI) standard.
• Ensure compliance with corporate/plant safety standards and with applicable regulatory requirements while following the company’s Good Manufacturing Practices.
• Responsible for ensuring all shipments are shipped on time and in full by maintaining focus on availability for all customer products including communications when released, on hold, etc. Follow-up with buyers to schedule carrier appointments timely.
• Other duties as assigned.

Minimum Qualifications

• High School or Equivalent Diploma
• 3 years Customer Service Experience, ideally in a manufacturing environment
• Strong organizational skills, detail orientation and ability to multi-task
• Superior customer service skills through exceptional written, oral and interpersonal communication
• Strong team orientation with the ability to work with a cross section of knowledge, skills and abilities
• Demonstrated proficiency using Microsoft Office Tools (Word, Outlook, Excel)
• Demonstrated ability to maintain composure under stressful conditions

Preferred Qualifications

• Bachelor’s degree in Accounting, Business Management or related field

• 2 years ERP experience