What are the responsibilities and job description for the Customer Service Representative position at Van Eerden Foodservice?
Summary of the Position:
Achieve superior customer satisfaction through research, resolution and follow-up of any customer issues. Will provide support to District Sales Manager’s, Account Mangers and Customer Service. This role will be the department expert on systems and policy.
Duties and Responsibilities:
- Contact multi-unit accounts for orders via phone and email. Communicate promotional items, substitutions, out of stocks, etc.
- DSR route coverage and assistance, facilitation and /or execution of sales route needs. Maintain consistent sales associate practices and relationships. DSR/Customer review for continuous improvement and evaluation of service level expectations and sales revenue margin sustainability.
- Input account orders directly into system as needed. Perform double checks on order accuracy via daily reports and the customer tracking app. Strong follow up with DSR and customers.
- Thorough comprehension of company policy on issuing Credits.
- Determine justification of account requests for credit. Input credit request immediately for resolution by their next delivery.
- Research shipping invoicing, credit and/or service problems for customers. Communicate resolutions to the customer as needed. Refer exceptions to the Customer Service Manager.
- Coordinate with vendors to process sample requests.
- Coordinate with warehouse employees and sales reps to deliver samples to customers. Assist in facilitation of samples/cuttings for new/existing growth opportunities.
- Utilize the special order app to process special orders, ensuring delivery of items to customers.
- Keeps up to date on customer usage, bid maintenance, contracts and pricing issues.
- Trains new customer service representatives.
- Serves as a back up to the Customer Service manager.
- Develop and continuously maintain product knowledge.
- Communicate effectively with customers, sales representatives and internal departments.
- Attend monthly sales meetings.
- Assist at special sales events as required.
- Fill in for the receptionist as required.
- Support department and company team concepts. Assist other department team members as needed.
This list of duties is not intended to be all inclusive and may be expanded to include other duties or responsibilities that management may deem necessary from time to time.
Requirements:
- Ability to handle stressful situations and a fast paced environment.
- Ability to work weekends and holidays as required.
- Proficiency in Microsoft Outlook, Word, Excel, able to learn and use various forms of technology and software.
- Good problem solving skills.
- Excellent interpersonal and written communication skills (email/phone)
- At least two years customer service experience required.
- Education : High school diploma or equivalent required.
- Physical : Must be able to lift & carry products weighing 25 – 50lbs, for short distances.
Van Eerden offers employee benefits including Health, Dental and Vision insurance, Health Savings Accounts, Flexible Spending Accounts, tuition reimbursement, paid family leave, paid vacations and holidays, and a 401k plan with a 50% Company Match.
If you are an ambitious and dedicated individual who has a passion for the food business and providing a great customer experience, we’d love to have you join our team!
Van Eerden is a proud veteran and military-friendly employer.