What are the responsibilities and job description for the Customer Service Respresentative position at Phoenix Flavors & Fragrances?
Job Description
Customer Service Representative
Reports To: Customer Service Manager
Department: Customer Service
FSLA Status: Exempt
Location: Norwood, NJ (Onsite)
About Us
Phoenix Flavors & Fragrances has been dedicated to delivering high-quality products, excellent service, and competitive pricing in the flavor and fragrance industry since its inception in 1994.
General Job Description
Provides customers with courteous customer service in person or over the phone in; strives to retain present customers and develop new business by extending professional and efficient service and suggesting additional services and products to serve customers’ needs.
Essential Duties & Responsibilities
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This is not a supervisory position but does serve as a coach and mentor for other positions in the company.
Expected Hours of Work
This is a full-time, in-office position. Monday-Friday, 9am to 5pm.
Physical demands
Benefits
General office skills and dexterity are required
Phoenix Flavors & Fragrances has many benefits we offer to our employees including:
The above information in this description has been designed to indicate the general nature and level of work performed by employees within classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
Customer Service Representative
Reports To: Customer Service Manager
Department: Customer Service
FSLA Status: Exempt
Location: Norwood, NJ (Onsite)
About Us
Phoenix Flavors & Fragrances has been dedicated to delivering high-quality products, excellent service, and competitive pricing in the flavor and fragrance industry since its inception in 1994.
General Job Description
Provides customers with courteous customer service in person or over the phone in; strives to retain present customers and develop new business by extending professional and efficient service and suggesting additional services and products to serve customers’ needs.
Essential Duties & Responsibilities
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Respond to customer inquiries via phone, email, and chat promptly and professionally.
- Process orders, actively monitoring and updating customers on order status.
- Processes samples and documentation requests.
- Schedule and release manufacturing work orders to production to meet sales order delivery dates.
- Provide accurate information about products, services, and policies.
- Troubleshoot and resolve customer issues, escalating when necessary.
- Maintain a positive, empathetic, and professional attitude toward customers.
- Document customer interactions and maintain records of inquiries and complaints.
- Collaborate with other departments to ensure customer needs are met.
- Participate in training and development programs to enhance product knowledge and customer service skills
- Supports marketing campaigns and product launches.
- Food Safety/Quality team member
- Performs other related duties as assigned by management.
- One to two years related experience in Customer Service manufacturing or equivalent
- Excellent customer service skills.
- Excellent verbal and written communication skills.
- Proficiency in Microsoft Office Suite and customer service software.
- Commitment to excellence and high standards.
- Strong organizational skills; able to manage priorities and workflow.
- Ability to work independently and as a member of various teams and committees.
- Ability to understand and follow written and verbal instructions
- Professional appearance and demeanor
- Ability to perform diversified clerical functions and basic accounting procedures.
- Ability to effectively communicate with people at all levels and from various backgrounds.
- Bilingual skills a plus.
- Acute attention to detail.
- Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
- Quality Management--Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
- Safety and Security--Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
- Business Acumen--Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.
- Diversity—Demonstrates knowledge of EEO policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes a harassment-free environment; builds a diverse workforce.
- Ethics—Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethics; upholds organizational values.
This is not a supervisory position but does serve as a coach and mentor for other positions in the company.
Expected Hours of Work
This is a full-time, in-office position. Monday-Friday, 9am to 5pm.
Physical demands
Benefits
General office skills and dexterity are required
Phoenix Flavors & Fragrances has many benefits we offer to our employees including:
- Medical, dental, and vision plans for employees and dependents.
- Generous paid time off policy
- 401k retirement with employer matching
The above information in this description has been designed to indicate the general nature and level of work performed by employees within classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
