What are the responsibilities and job description for the Customer Service Specialist position at Eillien's Candies, Inc?
The Customer Service Specialist will be responsible for ensuring our customers have an excellent experience when communicating with Eillien’s. This position will be the first line of communication with our customers and handle day-to-day transactions such as new order entry, order status tracking and communication, pricing, credits, and invoicing. They will also be involved in providing support to the sales team, such as monitoring and coordinating special projects, sample requests and communicating with cross-functional teams regarding unique or critical orders.
Essential Functions
- Responsible for processing orders accurately, timely, and communicating both internally and externally throughout the process to resolve any potential issues or discrepancies.
- Provide support and guidance for customer related issues by answering customer questions and escalate more complex questions to respective Account Manager if needed.
- Research and understand credits, deductions, and chargebacks from customers and provide guidance to internal teams to minimize future issues.
- Complete and communicate necessary customer forms or portals for new items, price changes, and other item maintenance.
Competencies
- Possess the ability to communicate effectively and with outstanding professionalism with both internal and external teams, primarily via email and phone.
- Must be self-motivated with the continued desire to learn and find ways for improvement.
- Must have strong organizational skills with the ability to prioritize multiple tasks throughout the day and week.
Supervisory Responsibility
This position has no supervisory responsibilities.
Work Environment
The work environment varies between the office, production plant, and warehouses. At times while in the plant you may be exposed to allergens, powered equipment, and loud noises.
Physical Demands
While performing the duties of this job, the employee is regularly required to talk, and hear. The employee must be able to sit for the duration of the shift, lift up to 25 pounds daily, bend, twist, stand and work on a computer daily.
Position Type/Expected Hours of Work
This is a full-time position. General Hours are Monday through Friday between 7am-5pm.
Travel
Travel may be necessary at times during key customer meetings but would be minimal.
Education, Skills, and Experience
- Associate’s Degree in Business, Customer Service, or a related field is a plus, but not required. Relevant experience will be considered in lieu of formal education.
- Minimum of 2 years of recent customer service, management, and/or sales experience is required
- Intermediate knowledge of Microsoft Excel, Word, Power Point is required
- Previous experience in the food industry is strongly desired, but not required
EEO Statement
Eillien’s Candies, Inc. is committed to a policy of equal opportunity for all employees. It is the Company’s policy to seek and employ the best qualified personnel in all positions, to provide equal opportunity for advancement to all employees, including upgrading, promoting and training, and to administer these activities in a manner which will not discriminate against or give preference to any person because of race, color, religion, age, sex, national origin, disability, ancestry, sexual orientation, military status, marital status, arrest or conviction record or any other discriminatory basis prohibited by state or federal law.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.