POSITION SUMMARY:
The Customer Service Representative is responsible for delivering superior customer experience while promoting the company’s products and services, along with building relationships with new and existing accounts. The Customer Care Center is the liaison between the customer and all departments to make sure that our customers receive exceptional products and service.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Serve as part of the customer call center taking customer orders in an efficient and professional manner.
- Liaise with GTC to monitor deliveries and contact Marketing Associate and/or customers of possible delays on a continual basis.
- Monitor out of stocks daily and make substitutions where acceptable.
- Review for locked orders and make correction prior to order download
- Review duplicate order reports, identify and correct duplicate orders.
- Review product allocations daily and communicate with merchandising department and sales management to make necessary adjustments.
- Assist in wholesale pick up and customers will call areas as needed.
- Communicate with merchandising department and sales management about any current marketplace information on pricing, products, new products, delivery schedules, merchandising techniques, etc.
- Implement suggestive selling to increase size order
- Assist in selling items on the push list.
- Resolve customer complaints by investigating problems; developing solutions, preparing reports, making recommendations to management, following up to resolve in a timely manner and communicating with customers and assigned marketing associates.
- Maintains professional and technical knowledge by attending educational workshops.
- Develop and update knowledge of Company products and the products of the competitors.
- Report to sales management and merchandising department with feedback about the marketing of new or established products.
- Assist with special order items and monitor to make sure all special orders are shipped in a timely manner.
MINIMUM QUALIFICATIONS:
- High school diploma or general education degree (GED), or 5 YRS Foodservice experience
- 6 months of sales, and/or chef/restaurant management experience, and/or related (Business, Sales, Marketing, Hospitality; or Culinary Arts) degree preferred
- Basic pc skills and proficiency with MS Outlook
- Ability to read, write, speak English
- Very good communication skills (telephone and email) are essential
- Knowledge of customer service principles and practices
- Problem Solving skills with the ability to seek alternative solutions for dilemmas and problems.
- Professional aptitude, presentation, and demeanor.
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
- Constant sitting for long periods of time.
- Use hands repetitively to write, type, record, manipulate or operate computers, and radios.
- Reach with hands and arms; and lift up to 40 pounds inclusive of laptop and product
- Specific vision abilities close vision, distance vision and the ability to adjust focus.
- Use written and oral communication skills; read and interpret data, information and documents.
- Learn and apply new information or skills
- Perform highly detailed work on multiple, concurrent tasks
- Work under intensive deadlines with frequent interruptions.
- Interact with customers on professional level, some of whom may be dissatisfied or abusive individuals.
- Must be a team player and willing to assist with other duties when needed
