What are the responsibilities and job description for the Customer Service Representative position at TH Foods?
shift:1st Shift
Position Summary:
Receives and processes incoming orders via EDI, email or fax in a timely manner. Coordinates shipping and delivery activities with Scheduling, Distribution departments and freight carriers. Assists customers by investigating and resolving problems and answering questions. Helps to increase sales through suggestive selling and analysis of sales activities.
Customer/Broker Contacts
All verbal and written contact relating to orders with customers/brokers
All reports required to be sent on a daily basis
All new customer inquiries, pricing questions, promotion questions, shipping problems, tracing, nutritional information, etc.
Sales Orders
Receive and enter sales orders accurately and in a timely manner
Verify accuracy of sales orders and assist with verification of orders for other CSR’s
Coordination of shipments with internal and outside warehouses using appropriate procedures
Warehouse
Coordinate timely shipping of orders with warehouse personnel and freight carriers
Handle any problems immediately with proper people
Coordinate with warehouse personnel any shipping delays and problems with shipping.
Invoicing and Credits
Receive all completed documents from warehouse
Check for accuracy before invoicing and invoice in a timely manner
Send invoices to customer or enter invoice into their specialized programs in a timely manner
Post invoices in Accounting program daily
Discuss any problem with Customer Service Supervisor
Create and send credit memos to customers in a timely manner
Samples and Literature Requests
Coordinate sending out literature and samples per customer/broker requests per procedures
Maintain files and inventory record
Shipping Documents
Prepare packing slips, COA’s and any other shipping documents required to be sent to the customer
Customer Complaints and Returns
Handle customer complaints according to proper procedures and communicate to required levels of company
Fill out and complete returns according to proper procedures and communicate to required levels of company
Other
Back-up to other Customer Service Representative
Back-up for phone answering in office
Perform general office duties
Responsible for recognizing and reporting food safety and employee safety issues
Supervisory Responsibilities
This job has no supervisory responsibilities.
Job Requirements:
Education and/or Experience
High School Diploma or equivalent; a college business course is preferred
One to three years of customer service experience, preferably with Food Manufacturing companies
Past use of Salesforce a plus
Proficiency in EDI needed
Language Skills
Ability to read, verify and confirm all orders in a timely manner for all three departments (Bulk/Industrial, Retail,)
Keep customers updated as to the status of their orders
Promptly answer customers’ questions regarding orders, products, etc
Answer all consumer letters in a timely manner
Reasoning Ability
Determine the best shipping date for each order by using the daily recap and/or production schedule
Determine the best freight company for shipping each order
Monitor shipping of orders and samples, reporting of any problems/concerns to Customer Service Supervisor
Address customer problems and complaints in a constructive and positive manner
Work with internal organizations, such as Production, Warehouse and Scheduling to resolve customer problems and improve customer service
Report to the Customer Service Supervisor and appropriate Business Development Manager irregularities in customer order patterns
Whenever possible, report any information on competitors and general sales conditions to the Customer Service Supervisor and Sales Department
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit and talk or hear
The employee frequently is required to use hands to finger, handle, or feel
The employee is occasionally required to stand, walk, and reach with hands and arms, and lift up to to 50 pounds.
The noise level in the work environment is usually moderate.
Employee Type
Full-TimeLocation
Elgin, IL (Onsite)Job Type
Customer ServiceExperience
Not SpecifiedDate Posted
09/14/2023
