Consumer Affairs / Customer Service Specialist

Join our New England Coffee team! We are seeking a Consumer Affairs / Customer Service Specialist in the Boston area. With a remarkable 100 year history, New England Coffee is one of the largest independent coffee roasters in the area, you can find our products in grocery, foodservice, and online retailers around the country.

The Consumer Affairs / Customer Service Specialist provides superior customer service by having thorough knowledge of our products and providing support and assistance to both external and internal customers. This position will have the ability to be self-motivated and persuasive with consumers while keeping customer satisfaction as a guiding factor.

Essential Functions and Responsibilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions if it does not create an undue hardship for the department/company.

• Manages a high volume of customer and consumer calls ensuring a quality, positive experience by providing friendly, professional service.

• Responds to emails, voicemails and consumer inquiries throughout the day regarding compliments and complaints related to Reily Foods products or placing orders.

• Input compliments and complaints into our internal database

• Accurately documents all communication with consumers to guarantee seamless service. Documentation must be clear and concise so that any employee assisting is able to pick up where the previous one left off.

• Fosters strong customer relationships by proactively contacting customers daily to ensure timely execution of order fulfillment, communicating the status of orders, and developing an in-depth understanding of our customers’ expectations

• Processes customer orders and invoices timely and accurately

• Handles shipments, expedited orders and returns with a sense of urgency

• Collaborates and communicates with team members and field sales representatives on a regular basis to provide exceptional support to our customers and minimize errors

• Escalates customer issues appropriately to Customer Service Supervisor and maintains responsibility for follow-through to ensure satisfactory resolution

• Develops and maintains a solid understanding of all Reily Foods products consistently staying up to date with new and changing product information.

• Resolves issues and concerns in a timely manner that is satisfactory for the consumer as well as the company, while keeping consumer retention a priority concern. Follow up as needed to ensure resolution and customer satisfaction.

• Maintains accurate and efficient files and inventory of all recipes, brochures, envelopes and coupons.

• Generates weekly, monthly, and year end reports.

• Internal liaison between Consumer Affairs and Quality Control, communicating regularly with QA Managers and proving necessary information as requested.

• Other duties as assigned.

Qualifications: The qualifications listed below are representative of the knowledge, skills, abilities and attributes required to perform this job successfully.

• High school diploma/GED.

• 1-3 years of customer service/consumer affairs experience.

• Superior customer service and listening skills with the ability to handle difficult situations with poise and tact.

• Proactive with the ability to work independently and in a team environment.

• Professional telephone and email etiquette.

• Displays empathy, understanding, and patience with customers and employees.

• Strong communication skills, both written and verbal.

• Proficiency with Microsoft Office programs. Strong Excel skills to create standards reports.

• Strong organizational skills with excellent attention to detail.

• Flexible with ability to multi-task and manage priorities.