Customer Service Representative

Job Title

Essential Functions Of The Position

Have daily contact, call, and email, with established customers, brokers, and sales team as well as potential new customers.

• Handle customer inquiries and complaints in a prompt, courteous, effective, and professional manner.
• Investigate errors and resolve discrepancies.
• Resolve deduction issues.
• Provide internal tracking documents used by other departments.
• Collaborate with cross functional teams and other departments to provide or develop solutions to issues or questions and improve overall business processes.
• Display professionalism during all interactions with USDA contacts.
• Utilize manual order entry and EDI order platforms.
• Utilize multiple systems and customer portals to obtain information.
• Process sample orders.
• Accurately prepare export paperwork.
• Coordinate with internal and external stakeholders to ensure customer delivery expectations are met.
• Review orders to determine special requirements, achievable due dates, valid product numbers, and pricing.
• Enter orders in a timely manner and maintain proper notes and date changes in SAP customer order system for improvements and expedite for on time performance (OTP).
• Track progress of orders, as necessary, to ensure OTP.
• Interact with organizational leadership, employees, vendors, and affected individuals both within and outside of the organization on a regular basis to assist with the completion of general informational requests or direction to appropriate staff to provide the highest-level customer service.
• Excellent communication and interpersonal skills with ability to listen effectively, respond appropriately and maintain mutual comfort level while relating to a diverse workforce.
• Must have good attendance.
• Other job duties as necessary.
• Performs related work as may be required.

The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.

Knowledge, Skills, And Abilities

• Knowledge of SAP preferred.
• Knowledge of proper phone etiquette and customer service techniques.
• Knowledge of computers and computer software, with ability to apply this aptitude in word processing, Excel spreadsheet development, and Word document merges, and keyboarding skills.
• Thorough knowledge of proper records management, retention of records and cataloguing of files.
• Ability to positively contribute to a team environment in support of customers, internal and external stakeholders, and demonstrate a team player attitude.
• Strong ability to perform well and be unfailingly diplomatic in a high pressure and complex environment with a focus on customer service.
• Excellent problem-solving skills with the ability to envision and deliver innovative solutions.
• High energy level, ability to multitask, establish priorities, work independently.
• Positive interpersonal skills included effective verbal and written communication.
• Ability to establish credibility and be decisive.
• Ability to maintain confidential and sensitive information which may be proprietary to Citterio USA.
• Ability to prepare and analyze comprehensive reports, carry out assignments, and administer existing and proposed programs.
• Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Ability to work in a fast-paced environment.
• Ability to understand customer specifications and problem solve to produce answers that make sense.
• Ability to communicate information and ideas in speaking so others will understand.
• Ability to establish and maintain effective working relationships with employees, supervisors and managers, and customers.
• Ability to handle stressful situations.
• 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.
• Coordination Adjusting actions in relation to others' actions.
• Critical Thinking Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Ability to read, write, speak, understand, or communicate in English sufficiently to perform the duties of this position. American Sign Language may also be considered as acceptable forms of communication.

Education And Experience

(a) Completion of a high school, or general equivalency diploma; and,

(b) Experience with SAP preferred; and,

(c) Experience in Food Manufacturing or CPG experience preferred; and,

(d) One (1) year in office administration background with a broad knowledge of Microsoft Office of specialized education in an office administration program; or

(e) One (1) to two (2) years' experience in a supply chain environment: or,

(f) Equivalent combination of education and experience.

Tools And Equipment

Telephone, personal computer (including Microsoft Office products), fax machine, and copy machine.

Physical Demands

While performing the duties of this job, the employee is often sitting, but may be required to walk through the plant in search of customer information and orders and regularly talk and hear. The employee is required to use hands to finger, handle or feel objects, tools, or controls; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl.

The employee must occasionally lift and/or move up to fifteen (15) pounds.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee may occasionally enter the plant environment and be exposed to moving mechanical parts.

The noise level in the work environment is usually quiet but can be moderate or loud when entering the plant.

The temperature in the work environment is usually regulated; however, if in the plant, the temperature may be cool or cold.

Employees are required to wear proper food safe, steel toe shoes, hair net and beard net, nitrile gloves, frock, bump cap, hat, and proper hearing protection while working in certain areas.