Title: Customer Service Representative (CSR)

Location: McAllen, Texas Pay Status: Salaried Pay Grade: 5 Position Number: 3012

Reports to: General Manager Department: Operations

Supervisory Responsibilities: No Date Revised: 3/14/2024

Description (objectives of the position):

The Reveam, Inc. McAllen, TX Customer Service Representative carries out all customer service activities such as responding to inquiries, processing orders and receipts and handling complaints in a prompt, courteous and effective manner. Other responsibilities include customer on boarding support, emails, answering/routing telephone calls, greeting visitors, scheduling and other duties as directed by your Manager.

Duties and Responsibilities:

• Interacts in a good working relationship with customers by responding to all inquiries and complaints concerning work orders, invoices, shipments, inventory counts, etc. in a courteous and effective manner.
• Handling, Resolving, reconciling all claims for produce billing service issues (inventory loss or shortages).
• Review all customer orders and monitor all incoming truckloads (GPS Tracking).
• Produces all related paperwork and necessary information required for customer work orders.
• Coordinates special and last-minute shipping requests with the Traffic and Operations Departments, expediting any order as necessary.
• Provides follow-up with other departments to ensure service standards are being met.
• Assures proper invoicing of accounts by verifying computer generated invoices.
• Prepares shipping and tracing information to customers as required.
• Supports customer on boarding functions.
• Communicates customer feedback to management including any signs of dissatisfaction.
• Acts as a liaison between the facility and the customer in administration of the accounts and between the office and customers regarding invoicing and credit changes.
• Oversees all paperwork associated with orders and maintains the corresponding e-files in NetSuite.
• Maintains current and accurate account information, which details the services requirements for each account (CRM).
• Must follow all instruction related to Food Defense, Good Manufacturing Practices, and HACCP programs.
• Must report to the Food Safety Department or their direct supervisor any problem or irregular situation related to food safety.
• Required to follow all quality system requirements for position and facility operations.
• Required to comply with and ensure all general safety, OSHA, USDA/APHIS, FDA and State of Texas regulations for position and facility operations.

Qualifications:

• High School Diploma required; Bachelor’s or Associate Degree is a plus.
• Fluent in both Spanish & English, excellent oral and written communication skills
• 2-5 years of (CSR) experience with produce, cold storage and/or logistics businesses
• Strong computer knowledge including MS Office applications.
• Familiarity with NetSuite preferred not required or other CRM enterprise systems.
• Excellent customer service skills.
• Strong organizational skills.
• Strong attention to details.
• An energetic team player who is flexible and adaptable.
• High level of initiative and works well in a team environment.

Must follow all instructions related to Food Defense, Good Manufacturing Practices, and HACCP program. Must report to the Food Safety Department or direct supervisor any problem or irregular situation at their work location. Implement and enforce security and food safety standards, policies, and programs related to HACCP/HARPC, and third-party standards, regulatory standards, food safety training programs, product inspections, and any work instructions.