SUMMARY OF FUNCTIONS: The Customer Service Representative will interact with all customers daily to achieve daily goals of servicing, order’s process, daily complaints, problem solving, preparing internal and external correspondence, keeping communication open with customers and in between plants, answering phones, emails, chats, text messages, and fulfill all customer needs to ensure customer satisfaction. Occasionally performs back up for Transportation/Logistics.

DUTIES

Some of the duties of this position are those described below. This job description does not state or imply that the duties listed are the only duties and responsibilities assigned to this position. Employees holding this position will be required to perform any other job-related duties as requested.

SPECIFIC SKILLS & ABILITIES

• Open and maintain customer accounts by recording account information.
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Assist with financial matters to help customers get corrections and/or data.
• Prepare product or service reports by collecting and analyzing customer information.
• Contribute to team effort by accomplishing related results as needed.
• Manage large amounts of incoming calls, emails, texts as well as external ordering systems.
• Identify and assess customers' needs to achieve satisfaction.
• Build sustainable relationships of trust through open and interactive communication.
• Provide accurate, valid, and complete information by using the right methods/tools.
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
• Resolve customer complaints via phone or email.
• Keep records of customer interactions, process customer accounts and file documents.
• Follow communication procedures, guidelines, and policies.
• Perform root cause analysis to close out customer complaints.
• Service external and internal customers.
• Use telephones, emails, text to reach out to customers.
• Greet customers warmly and ascertain problems or reason for calling.
• Assist with placement of orders, refunds, or exchanges.
• Take payment information and other pertinent information such as addresses and phone numbers.
• Place or cancel orders.
• Act as the company gatekeeper.
• Suggest solutions when a product malfunctions.
• Attempt to persuade customer to reconsider cancellation – This one no. We CXL to replace a PO, usually.
• Work with Accounting Manager to ensure proper customer service is being delivered.
• Compile reports on overall customer satisfaction.
• Assist with customer shipments and serve as a backup for transportation of finished goods along with raw materials and transfers. May need to work overtime, on weekends and or holidays.

EDUCATION / EXPERIENCE

• High School Diploma or GED required and a minimum of (2) two years with a stable/steady work history.
• 2 years of experience in Customer Service in the food industry – preferred but not a must?
• Knowledge of commonly used concepts, practices, and procedures.
• Rely on instructions and pre-established guidelines to perform the functions of the job.
• Primary job functions do not typically require exercising independent judgment.
• Bilingual English/Spanish preferred.