Customer Service Representative I

Department: Customer Service

Location: World Headquarters

Compensation: $22.93 / hour

Description

Department: Customer Service
Location: Remote
Shift: Monday - Friday, 8:00 am - 5:00 pm (PST)
Wage: Base wage of $22.93/Hr.

Company Overview: At Bob’s Red Mill, we inspire joy with wholesome foods. Since 1978, we have been leading the natural foods industry by providing our customers with good food that makes them feel great. Wholesome means ensuring our food is of the highest quality, empowering and supporting our diverse group of employee owners, respecting our planet, and bettering our communities. We believe that joy is for everyone.

Position Overview: The Customer Service Representative I is responsible for providing support to customers by answering product-related inquiries, resolving issues, and guiding them on where to find our products. This support will be delivered through phone calls, emails, and letters.

Key Responsibilities

Essential Job Functions:

• Responds to product knowledge questions and customer complaints and concerns.
• Managing incoming calls and emails from customers in a timely, respectful, and efficient manner.
• Assist customers in locating Bob's Red Mill products across the country.
• Provide product information to customers in an accurate manner.
• Learn and apply product knowledge on new product as it is launched publicly.
• Maintain strict confidentiality around sensitive topics.
• De-escalate customers in a respectful manner as needed.
• Complies with all company policies and procedures and operates all equipment in a safe and food-safe manner.
• Complies with Bob’s Red Mill food safety policies and procedures including adherence to FDA regulations, Safe Quality Food (SQF) Standards, and Good Manufacturing Practices (GMPs).
• Responsible for reporting food safety and quality concerns to Supervisors and/or Department Manager.
• Performs other duties and tasks as assigned.

Supervisory Responsibilities:

• None.
• This position reports to the Customer Service Supervisor.
  
  

Skills, Knowledge and Expertise

Knowledge, Skills, and Abilities:

• Understands how to use web browsers and other applications to access information on the internet.
• Effective customer service skills to assist clients, customers, and team members.
• Ability to follow instructions accurately, ask for help when needed, and adapt to realignment of priorities.
• Ability to understand and respond to customer needs and requests.
• Possesses effective communication skills, both verbal and written.
• Ability to write with accurate grammar, spelling, and punctuation.
• Ability to approach challenges and problems with a calm demeanor.
• Ability to balance multiple needs and priorities.
• Effectively use common office equipment.
• Ability to work effectively with a team using direct communication, respect, creativity, and emotional intelligence.
• Intermediate Microsoft 365 skills, especially Word and Outlook.
• Ability to self-motivate and focus on goals.
• Ability to maintain strict confidentiality.
• Ability to read, understand, and communicate information in English.
• Demonstrates Respect, Teamwork, Accountability, and Determination.
• Ability to work in an environment where exposure to potential food allergens is or may be present.

Education and Experience:

• 1 or more years of customer service or sales experience, AND
• High school diploma or equivalent; OR
• Any combination of education and additional years of experience that provides the necessary skills, knowledge, and ability to perform assigned tasks.

Physical Demands:

• Frequently requires the ability to lift and stack products weighing up to 25 pounds.
• Position requires the ability to sit for up to 2 hours at a time.

Work Environment:

• The primary work environment for this position is in an office setting. There are no adverse conditions associated with this position.
• May be required to work onsite, depending on need.
• Remote work may be available as an option.
• Employees will be exposed to common food allergens.
  
  

Benefits

We believe taking care of our community starts with giving our employee owners the resources to take care of their physical, mental, financial, and future well-being by offering a leading benefits package.

Benefits:

• Medical, Dental, and Vision Insurance
• 401k
• Profit Sharing Program
• Employee Stock Ownership Program (ESOP)
• Paid Holidays & Vacation
• Employee Assistance Program – counseling, legal issue support, financial guidance, and more.
• Tuition Reimbursement
• Childcare Discounts
• And MORE!

Purpose: To inspire joy with wholesome foods.

Values: Respect, Teamwork, Accountability, Determination

Our success begins and ends with our people. We embrace diverse perspectives and value unique human experiences. We are proud to be an equal opportunity employer that celebrates the diversity of the communities where we live and do business. Applicants for our positions are considered without regard to race, ethnicity, national origin, sex, sexual orientation, gender identity or expression, age, disability, religion, military or veteran status, or any other characteristics protected by law.