Customer Support Representative

Description

Hirzel Canning Company feeds people. Hirzel Canning Company & Farms is a 5th-generation family company with a passion for serving the community. Our Dei Fratelli brand is your source for locally-grown tomato and sauerkraut products.  We seek individuals that share our core values, our commitment to future generations, and our passion for providing food that brings families together. 

A few of the benefits you’ll experience at Hirzel Canning Company are: 

• Competitive Pay
• Medical, Dental, Vision, and Life Insurance
• Annual Pay Increases
• Employer 401(k) Matching
• Health Savings Account with Employer Contributions
• Health and Wellness Program
• Community Involvement
• Family-Centric Environment  

Candidates must be willing and able to pass a pre-employment drug screen.

JOB SUMMARY & KEY OBJECTIVES:
Establish and maintain effective work relationships with new and existing customers using a high degree of professionalism and excellent interpersonal communication skills.  

KEY RESPONSIBILITIES & ESSENTIAL FUNCTIONS: 

CUSTOMER SERVICE

• Retrieve outside warehouse orders
• Evaluate orders for correct pricing/products, shipping instructions, pallet information, ship and pick up dates, and proper warehouse shipping location
• Confirm order inaccuracies with sales, broker, or customer and make appropriate changes
• Review and correct pricing corrections with customers
• Scan orders into Autostore and maintain Autostore folders
• Record and track customer order accuracy

BILLING

• Create shipments for orders from outside warehouses
• Send invoices to customers

CONSUMER CALLS

• Answer incoming calls
• Assist in determining the necessity for reimbursement and a fair resolution of customer issues or complaints 
• Determine if product should be returned for inspection
• Obtain all necessary information for a call back
• Assist each consumer and log information on the consumer complaint file in the computer for follow-up
• Provide consumer information to proper broker, marketing, or  salesperson for follow-up as needed

LOGISTICS/SHIPPING & RECEIVING WINDOW

• Record information into shipping log for visitors, drivers, and contractors going around back to include time, PO number, Carrier, driver’s name, driver’s license number, trailer number and license number. 
• Match bills of lading and packing lists with orders

EMPLOYEE EXPECTATIONS  

• Commitment to our purpose and core values
• Commitment to performing job duties in a safe manner and watching out for the safety of others
• Compliance with all Company policies and procedures.  
• Takes ownership of work to make sure it is completed accurately, efficiently and on time.  Will work with a sense of urgency, enthusiasm, and commitment and will encourage others to do the same. 
• Will promote a positive attitude. Responsible for establishing and maintaining positive working relationships that are based on respect for all. 
• Will embrace Plant/Company change and support its implementation.  
• Self-starting
• Solid listening and communication skills
• Ability to adapt to different 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.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Reaching with hands and arms
• Communication through speech and hearing and in writing
• Daily requirements:
  • Bending, twisting, turning, reaching below the knee, pushing, pulling, squatting, kneeling, standing, walking, sitting
• Lifting requirements: 
  • Will regularly lift and/or move up to 25 pounds
  • Will frequently lift and/or move up to 50 pounds

PREFERRED QUALIFICATIONS:  

• Bachelor’s Degree preferred but not required
• 2 - 4 years of previous customer service experience
• Strong computer skills  utilizing Microsoft Suite and Google Drive Functions
• Excellent written and oral skills
• Attention to detail

NOTE: Attendance on the job each and every day is absolutely essential to the efficient operation of the 

Company 

The responsibilities and duties outlined in this document are not all-inclusive and are subject to change

at the discretion of management based upon the needs of the company.

In the absence of key personnel the supervisor will assume responsibility to see the functions of this job

are performed as required.  

Hirzel Canning Co & Farms provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Hirzel Canning Co. & Farms is proud to be an Equal Opportunity Employer and a drug-free workplace.