What are the responsibilities and job description for the Customer Service Representative position at TAKKT Foodservices?
We have an opportunity available for a Customer Service Representative to work within our Customer Service Team. The Customer Service Representative will be responsible for managing customer experience activities within a multi-channel contact center environment while achieving defined standards of excellence.
What you will do:
What you will do:
- Answer inbound calls from various toll-free lines, striving for First Contact Resolution (FCR) when possible.
- Be a subject matter expert in equipment to assist in quoting or selling the large equipment category for all brands.
- Enter orders and quotes into the appropriate order entry system (.Net system specific to Company code).
- Create new account setups, including multiple site-level accounts associated with primary customer accounts.
- Cross-reference customer lists of items for appropriate SKU to position sales reps to win business.
- Engage curiously with customers, listening for lead opportunities and documenting leads into the appropriate system.
- Follow up and resolve issues causing sales orders to be on hold (open order report; sales & web holds).
- Vendor engagement for order status, product availability, product specs, etc.
- Respond accurately, timely, and professionally to customer chats and emails from various websites and sitelines.
- Communicate with customers, vendors, and carriers regarding marketplace orders, ensuring compliance with marketplace seller requirements (Amazon, Ebay, Walmart, Partstown).
- Ability to work in a hybrid environment, equipment provided
- Eligible immediately for 7.5 days of paid time off, eight paid holidays and one floating holiday
- Paid volunteer hours
- Opportunity for growth within this role
- Competitive compensation commensurate with experience
- Employee bonus plan
- Comprehensive benefit package
- Paid Parental Leave
- 401(k) with company match
- 3 years in a multi-channel contact center or customer service environment, preferably B2B, with hands-on experience using telephony systems and ERP platforms.
- College degree preferred.
- Proficient in PC applications, including Word, Outlook, and Excel; comfortable navigating ERP systems and phone-based customer service tools.
- Resolve service opportunities by assessing situations and implementing effective solutions.
- Consistently meet or exceed departmental and CSR key performance indicators (KPIs).