Customer Service Rep

Purpose:

Works as a liaison between the manufacturers and the distributors or the end customers to provide information in response to inquiries about products and services; place and invoice orders; and handle and resolve complaints.

Education:

High School Diploma (or GED or High School Equivalence Certificate); Associates Degree or commensurate experience (preferably in a Foodservice customer service role)

Knowledge:

Customer and Personal Service - Knowledge of principles and processes for providing excellent customer service. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, punctuation, and grammar. Strong verbal and written communication skills.

Clerical - Knowledge of administrative and clerical procedures and systems. Strong computer skills in MS Office and Abode required - managing files and records, designing forms, and other office procedures and terminology. 

Key Tasks/Areas of Responsibility:

• Place Orders via our database; confirmations

• Reconcile/Invoice Orders

• Create marketing and Point of Sale (POS) materials for foodshows, manufacturer requests and various sales initiatives.

• Troubleshoot shortages and other issues; Follow up through resolution.

• Supply nutritionals, spec sheets, & new item forms

• Calculations and data entry for monthly reconciliation-strong attention to detail (MS EXCEL skills required)

• May do some work on Bids for schools, cruise lines, etc.

• Provide all updates, notices & price lists to Distributor(s), sent out by the Manufacturer(s)

• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

• Check to ensure that appropriate changes were made to resolve customers' problems.

• Confer with customers by telephone or in person to provide information about products or services, take or enter orders, service accounts, and resolve issues. Build working relationship to support and strengthen sales reputation.

• Performing general administrative activities such as filing, copying, faxing, answering phones, etc.

• Backup peers during vacation, etc. 

Basic Skills -

• Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making.

• Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

• Creative Thinking – Constantly determining ways to improve processes and procedures to enhance efficiency while reducing costs

• Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

• Learning Strategies - Selecting and using training/instructional methods and procedures appropriate for the situation when learning or teaching new things.

• Mathematics - Using mathematics to solve problems.

• Monitoring - Monitoring/Assessing performance of yourself to make improvements or take corrective action.

• Problem Solving - Identifying problems and reviewing related information to develop and evaluate options and implement solutions.

• Speaking - Talking to others to convey information effectively.

• Writing - Communicating effectively in writing as appropriate for the needs of the audience.

Social Skills -

• Coordination - Adjusting actions in relation to others' actions.

• Flexibility – Adjusting to the daily needs of the company; ability to adapt to change

• Instructing - Teaching others how to do something.

• Negotiation – Working with others to reconcile differences.

• Relationship building – Establish and maintain interpersonal business relationships.

• Service Orientation - Actively looking for ways to help people.

• Social Perceptiveness - Being aware of others' reactions and understanding why they react as they do.

• Time Management - Managing one's own time effectively.

Technology skills - Data entry software – GENWEB/AFS database Electronic mail software – Microsoft Outlook

• Network conferencing software – Microsoft Teams; Zoom or Other

• General Software programs - Adobe - Microsoft Office – Word, Excel et al - Strong skills Required

• Standard Equipment - Office printer, copier, phone and fax machines

Workplace environment:

• Contact with Others – verbal and written

• Electronic Mail

• Face-to-Face Discussions

• Letters and Memos

• Public Speaking

• Telephone

• Ability to be Assertive

• Ability to lift up to 50 lbs

• Twist, bend, lift occasionally

Conflictual Contact

• Occasionally may deal with unpleasant or angry people.

• Problem resolution skills necessary

Management and Motivation

• Ability to work with Supervisor guidance as well as working independently.

Routine versus Challenging Work

• Importance of being exact or accurate, detail oriented.

• Importance of repeating same tasks

• Being able to manage both structured and unstructured work.

Pace and Scheduling

• Time Pressure - must meet deadlines.

Role Relationships

• Interact with external customers.

• Work with internal group or team

Benefits:

• 401(k) matching

• Health insurance and other optional benefits available

• Travel reimbursement if needed

Schedule:

• Monday to Friday, 8 am to 5 pm local time

Education:

• High school or equivalent (Required)

Experience:

• Customer service: 3 years (Preferred)

Work Location: In office full-time

Non-Exempt position. Hourly Rate is DOE