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Job Summary
We are seeking a dedicated and customer-focused Customer Service Representative to join our team. In this role, you will be responsible for handling complex customer inquiries, managing escalations, and delivering exceptional services. This position requires strong problem-solving skills, attention to detail, and the ability to collaborate effectively with customers and internal teams while promoting the organization’s core values.
Key Responsibilities
- Take, enter, and confirm customer orders, including logistics coordination
- Develop and maintain a working knowledge of customer accounts and order frequency via phone and email
- Recommend products and suggest bundles to increase average order value
- Maintain knowledge of product lines, industry terminology, and company operations
- Collaborate closely with outside sales representatives
- Provide support for online sales initiatives as needed
- Build rapport and credibility with new and existing customers, including traditional and non-traditional accounts
- Utilize CRM systems to maintain accurate and up-to-date customer account information
- Contribute to sales growth and customer service objectives
- Provide concise updates to the Customer Service Manager
- Coordinate with Finance to ensure accurate customer billing
- Partner with Order Fulfillment and Fleet teams to resolve customer order issues
- Perform other duties as assigned
Supervisory Responsibilities
- This position does not have supervisory responsibilities
Required Skills & Abilities
- Strong verbal and written communication skills
- Excellent customer service and sales skills
- Strong interpersonal skills and ability to collaborate across departments
- Advanced problem-solving skills and high attention to detail
- Strong phone etiquette and active listening skills
- Proficiency in Microsoft Office and CRM software
- Experience of handling EDI files
- Knowledge of ERP systems (Infor M3 preferred)
- Positive attitude with a strong customer-first mindset
- Ability to work flexible hours, including evenings, weekends, and holidays as needed
- Willingness to complete required training programs
Education & Experience
- High School Diploma or equivalent required
- Minimum of 2+ years of customer service experience
- Experience in food manufacturing, seafood, or specialty food industries a plus
- Proven ability to manage escalations and resolve customer issues efficiently
- Bilingual (Spanish-speaking) a plus
Physical & Work Environment Requirements
- Prolonged periods of sitting at a desk and working on a computer; occasional standing
- Office environment with occasional production floor exposure
- Ability to work in cold (32°F–45°F) and wet environments
- Exposure to uneven surfaces and floor angles
- Frequent bending, stretching, pulling, and lifting
- Ability to lift to 50 pounds as needed
- No travel required
Health & Safety Requirements
- Observe and follow all safety policies and procedures
- Wear required Personal Protective Equipment (PPE)
- Follow mandated OSHA regulations
- Report all incidents and near misses immediately
Core Values
We believe in:
- Exceeding expectations through accountability and quality work
- Continuous improvement and learning
- Building meaningful and respectful relationships
- Bringing passion, innovation, and pride to our work
- Acting responsibly toward our people, communities, and the environment
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