Customer Service Representative

Job Description

$750 Sign-On Bonus

The Customer Service Team is the vital link between our company and our customers, ensuring a seamless and positive experience from order placement to post-delivery support. This team is responsible for transforming customer needs into accurate sales orders, providing exceptional support, resolving issues efficiently, and fostering strong, lasting customer relationships.

Work schedule:

7:00am – 4:00pm, Monday thru Friday

Key Responsibilities

• Order Management
  • Efficiently and accurately process customer orders received through various channels (EDI, phone, email, fax), capturing all necessary details and special instructions.
  • Manage and process special customer requests and instructions with precision.
• Customer Support Excellence
  • Primary point of contact for customer inquiries, concerns, and feedback via phone, chat, and CRM (HubSpot).
  • Provide prompt, professional, and knowledgeable responses including product specifications, availability (egg sizes, color, types), certifications/compliance information, and minimum order quantities.
  • Proactively address and resolve product or delivery errors to ensure customer satisfaction.
• Issue Resolution & Problem Solving
  • Independently troubleshoot and resolve customer issues related to order discrepancies (quantity errors), delivery delays (including arranging follow-up or re-delivery), product concerns/defects, and invoice documentation (excluding pricing).
  • Collaborate effectively with Quality Control, Operations, and Logistics teams to investigate and implement solutions for customer issues in a timely manner.
• Relationship Building & Customer Loyalty
  • Cultivate and maintain strong, positive relationships with customers to foster product loyalty and repeat business.
  • Actively listen to understand customer needs, preferences, and expectations.
  • Accurately document customer feedback and provide valuable insights to internal stakeholders for continuous improvement.
• Continuous Improvement & Quality Advocacy
  • Suggest and implement improvements to customer service processes and activities to enhance efficiency and quality.
  • Effectively communicate and leverage our quality control standards (e.g., Test Quality, USDA Grading, Food Safety) when addressing customer feedback or issues related to product quality.

• Department Program Management (Key Tasks)

  • Efficiently handle customer communications via call lists (phone, email, fax), addressing phone delays, managing call-backs, processing revisions, and handling internal cuts.
  • Provide comprehensive sales support, including managing customer assortments, processing deals and add-ons, supporting promotions, and handling related phone calls and requests.

Qualifications

• Proven ability to effectively multitask and prioritize in a fast-paced environment.
• Exceptional phone etiquette and interpersonal skills with a customer-centric approach.
• Demonstrated excellent organizational skills and meticulous attention to detail.
• Strong team player with the ability to collaborate effectively with colleagues and other departments.
• Solid work ethic with a commitment to reliability and flexibility within the customer service team.
• Effective time management skills to ensure timely and efficient completion of daily tasks.Ability to multitask in a fast-paced environment

Company Description

Sauder's Eggs has been a family company for 60 years and is built upon the traditions of integrity, product excellence, and fairness. From the family farms whose hens lay our eggs, to the employees who clean, package, inspect, and deliver them, we never lose sight of the reason we're in business: to delight our customers with consistently superior products.

Sauder's Eggs is always looking for talented, self-motivated individuals to join our team. If you think you are ready to be a part of an exciting team, then we encourage you to continue with this applicant friendly, online job application!

Sauder's Eggs is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.

Benefits

• Group benefits package (Medical, Dental, Long- and Short-term Disability, Vision, Prescription Durg, Life Insurance, and 401k)
• Paid Time Off (PTO) Vacation and Holidays
• Employee Assistance Program
• Preventive Wellness Care
• Tuition Reimbursement
• Employee Referral Program