Customer Service - Customer Service Rep

CUSTOMER SERVICE REPRESENTATIVE - Eleven 36 

Location: Remote

POSITION SUMMARY:

The role of remote CSR in Eleven36 is the vital first point of contact for customers as well as providing support to our manufacturing partners, and sales team. The primary focus of the position is to support our customers, manufacturers, and sales team to final resolution of any issues they encounter; the ability to research products and assist with quoting product. Responsibilities also include answering general inquiries to ensure timely and accurate customer order fulfillment, shipping and billing error resolution and responding to internal and external customer inquiries.
  
 ESSENTIAL DUTIES AND RESPONSIBILITIES:  

• Please note that this position requires regular weekend work, and candidates should be prepared for this schedule.  Employees who work weekends will have the ability to choose a day off during the work week.
  
  

• Provide highest quality customer service and support to customers, manufacturers, and sales team.
  
  

• Exceptional organizational, written, and verbal skills with the ability to manage a high level of emails, calls and chats while working autonomously.  
  
  

• Process customer orders as needed (via phone, chat, or email) ensuring timely delivery and follow up to customers, including daily responsibility of working backorder and open order reports.
  
  

• Issue resolution concerning the order fulfillment process or functionality of our products in a professional and solutions-oriented manner. This may involve freight tracking, freight quotes, rush orders and credit issues among a variety of other requests.
  
  

 

• Responsible for following through on customer issues to completion. This may require outbound calls and/or multiple customer contacts. Task-switching ability to balance multiple priorities is essential.
  
  

• Communicate with sales and purchasing to inform them of possible product and sales challenges. 

• Problem resolution for customer complaints or delivery issues.
  
  

EDUCATION and/or EXPERIENCE:

• Associates/Bachelor’s degree preferred or 3-5 years related experience. 
• Proficiency in Word, Excel and Microsoft Outlook.
  
  

Knowledge in Hubspot, and the Foodservice Industry is a plus. 

PHYSICAL DEMANDS and WORK ENVIRONMENT:

As a Customer Service Representative, you will have the opportunity to work remotely, providing you with flexibility and convenience while contributing to our company's mission and growth. We understand that remote work is a privilege that comes with responsibilities to ensure effective communication and maintain a high level of productivity.

KEY RESPONSIBILITIES:

Participation in Virtual Meetings: The successful candidate must have the ability and willingness to actively participate in all mandatory meetings with their camera turned on. This includes team meetings, project updates, and any other meetings deemed necessary for effective communication and collaboration. Being on video helps foster better connections and engagement among team members.

Maintaining an Appropriate Workstation: To excel in a remote work environment, it is essential to have a dedicated and well-equipped workspace. This includes a quiet and professional environment, a stable internet connection, and access to the necessary tools and software to perform your job effectively. You will be responsible for maintaining your remote workstation in compliance with company guidelines.

While performing the duties of this job, the employee must be able to use a keyboard, calculator, and telephone. Frequent sitting, talking, hearing, and occasionally stand, stoop, kneel, crouch, crawl, lift (10 lbs.), and an ability to adjust vision for close vision work.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.