Customer Service Representative

As employees of a farmer-owned cooperative, we come to work every day trying to honor the tireless effort and care these farming families put in every day, all day, 365 days a year. Our farmer-owners tend to think in generations, with some of our farms being run by the same families for over a century. We carry this approach into our business, knowing that each and every one of us makes a difference in allowing these generational traditions to continue, taking pride in knowing that we nourish our friends, neighbors, nation, and even the world with healthy and delicious dairy products. Our products include milk, flavored milk, yogurt, dip, sour cream, cottage cheese, Italian cheese, and ice cream mix marketed under the Upstate Farms, Bison, Milk for Life, and Intense Milk brands.

Upstate Niagara Cooperative is looking for a Customer Service Representative to provide order processing and sales support services to our customers.

Essential Duties And Responsibilities

Includes the following, and any other duties that may be assigned by a supervisor:

Daily Telephone Activities

• Follow daily work plan and telephone call schedule. Notify Customer Service Manager of any deviations to the schedule or problems with the accounts.
• Record the activity for scheduled calls, contacts, call-ins and accounts not reached daily.
• Sell on going promotions endorsed by Upstate Farms when such promotions are appropriate for the account.
• Record and communicate all customer complaints using the customer problem management form and ensure resolution of complaint within 24 hours.
• Ensure account data is correct by notifying a manager to make the correct changes.
• Check all DSD to make sure they are accurate.
  
  

Account Management

• Create, develop and maintain goodwill in every account.
• Ensure proper follow up of new opportunities by advising the Sales Manager about competitive, potential new accounts and new placement opportunities.
• Perform route settlement procedure as necessary.
• Verify load capacities and communicate to supervisor.
  
  

Personal Development

• Attend and actively participate in all sales and training meetings.
  
  

General

• Maintain scanning of tickets and DSD's.
• Maintain appropriate dress and personal appearance standards.
• Know, understand and adhere to all company policies and procedures.
• Promote and maintain company goodwill in all areas. Assist others and perform other tasks as appropriate and/or necessary. Help maintain the positive image of Upstate Farms in the trade.
  
  

Qualification Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education And/or Experience

High school diploma or general education degree (GED); or one years related experience and/or training; or equivalent combination of education and experience.

Language Skills

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability

Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel objects, tools, or controls; and talk or hear. The employee is occasionally required to walk and reach with hands and arms.

The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, and the ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

The noise level in the work environment is usually moderate.

Pay: $17.00 - $18.50 per hour*

• The salary range indicated in this posting represents the minimum and maximum of the salary range for this position. Actual salary will vary depending on factors including, but not limited to, budget available, prior experience, knowledge, skill and education as they relate to the position's qualifications, in addition to internal equity. The posted salary range reflects just one component of our total rewards package. Other components of the total rewards package may include participation in group health and/or dental insurance, retirement plan, wellness program, paid time away from work, and paid holidays.
  
  

Upstate Niagara Cooperative, Inc. is committed to equal employment opportunity for all, without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic.