Sales Administrator and Customer Service Representative

Description

OVERVIEW: The Sales Administrator and Customer Service Representative plays a critical role in supporting our customer service operations and ensuring a seamless experience for clients by handling inquiries, managing orders, and providing administrative support to the Sales team. This role is responsible for improving service quality through proactive evaluation and re-design of processes, establishing and communicating service metrics, monitoring results, and implementing improvements. The ideal candidate is a detail-oriented, proactive problem-solver with excellent communication skills, dedicated to continuous improvement and exceeding company expectations for service in a collaborative team environment.

Essential Job Responsibilities/Functions

• Respond to customer inquiries via phone, email, and online messages in a timely and professional manner, providing product information, addressing concerns, and troubleshooting issues related to orders, deliveries, and product specifications. Escalate to appropriate sales team members as necessary.
• Handle customer complaints with empathy and professionalism, escalate issues when necessary, and follow up to ensure satisfactory resolutions.
• Accurately enter and manage customer orders in the company’s ERP and EDI platforms, ensuring up-to-date information and adherence to delivery schedules. Ensure all orders are reviewed, verified, and filled to the highest possible percentage, including allocation checks and substitute suggestions.
• Maintain and update customer files, product specifications, sales records and marketing materials. Generate and provide necessary reports and documentation for the Sales team as required.
• Collaborate with Production, Shipping, and Quality Assurance teams to confirm product availability, track shipments, and ensure prompt and accurate delivery of orders. Coordinate with the operations team to meet timely delivery expectations.
• Assist with account setups, billing inquiries, and maintain accurate customer account information. Address and resolve credit issues, coordinating with the Finance department as needed.
• Identify, recommend, and implement process improvements to enhance customer experience, streamline operations, and reduce costs and waste. Communicate company policies and procedures clearly and provide accurate information and recommendations to the Director of Sales and Marketing for improving products and services.
• Manage weekly pricing quotes and assist the sales team in a timely manner.
• Create and monitor internal reports to track and measure customer performance results.
• Ensure effective communication between all departments and companies to facilitate smooth operations and customer satisfaction.
• Perform other duties as assigned.
  
  

Requirements

Competencies:

• Demonstrate the highest integrity both personally and professionally.
• Provide excellent written and verbal communications skills.
• Capable of working with peers and associates from other departments and shifts in a proactive and constructive manner; works well with others.
• Reports to work promptly and regularly.
• Excellent organizational and project management skills, including the ability to execute multiple initiatives autonomously in a fast-paced environment meeting timelines and deadlines.
• Knowledge of MS Office software including Excel, Word, PowerPoint.
• Ability to calculate figures and amounts such as discounts, interest, portion cost, proportions, percentages, area, circumference and volume and add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Have a proactive rather than reactive approach. Familiarization with customer service activities, interdepartmental communications and general finance concepts beneficial.
  
  

Education/Experience

• High school diploma or equivalent required.
• Two or more years of experience in sales or customer service.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook); experience with ERP Produce Pro is preferred.
• Experience in Canva and/or Adobe Creative Suite a plus.
• Excellent verbal and written communication skills with the ability to handle difficult situations calmly and professionally.
• Strong organizational skills with a high degree of accuracy in data entry and documentation.
• Ability to think critically and solve problems independently, with a customer-focused mindset.
• Ability to work effectively within a team and collaborate with multiple departments.
• This role is based on our Glendale, WI headquarters and is onsite only.
  
  

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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.