Customer Care Specialist II

Customer Care Specialist II

As a Customer Operations Specialist II, you will be a member of a team that provides Best in Class customer service in the Food Service industry. You will actively engage with our customers to ensure their needs are met and that their experience exceeds expectations. You will be a problem resolution expert that will partner with other cross-functional departments within the company to fulfill customer orders.

Essential Duties:

• Receive, research, and respond to complex phone and case types including requests for deviations from the norm for orders, items that are prop locked per customer, and problem resolution for orders that did not ship as expected.
• Receive, research and respond to customer complaints from external quality sites in a time sensitive manner.
• Process daily routing sheets to help ensure all orders are shipped as expected for delivery.
• Monitor and respond to internal chat line helping Level 1 and Level II associates with their day-to-day process questions.
• Research, respond and resolve customer delivery issues or off day requests.
• Receive, research and process customer credits.
• Research various systems to answer internal/external customers regarding status of their delivery and proactive late delivery communication. Level II support and additional level of details due to complex inquiries that cannot be resolved by Level I.
• Research and respond to unassigned leads.
• Receive, research, and respond to inbound phone inquiries, email inquiries (cases) and update SMS inquiries from internal/external customers to assist them in problem resolution and next steps as applicable.
• Backup on order entry and order management as needed received from internal/external customers direct by phone, email, or SMS.
• Case management in Salesforce to research, respond and close internal/external customer inquiries.
• Research and respond to documents requests including invoices and other miscellaneous requests.
• Rotation of duties can vary daily/weekly, to include email communications, Inbox Management, internal and/or external customer transactions and requests.
• Other duties may be assigned.

Qualifications:

• Highschool diploma or General education degree (GED)
• Demonstrated ability to be a high performer in Level 1 role and/or at least 1 year relevant experience in a prior company performing similar duties
• Must have excellent written and verbal communication skills.
• Proficient in Microsoft Office suite; Word, Excel, PowerPoint, and Outlook.
• Salesforce or Customer Relationship Management (CRM) software experience preferred.
• Must be flexible and willing to work the demands of the department which are subject to weekends, and holidays.

Corporate Summary:

At Shamrock Foods Company, people come first – our associates, our customers, and the families we serve across the nation. A privately held, family-owned and -operated Forbes 500 company, Shamrock is an innovator in the food industry and has been since being founded in Arizona in 1922.

Our Mission:

At Shamrock Foods Company, we live by our founding family's motto to "treat associates like family and customers like friends."

Why work for us?

Benefits are a major part of your overall compensation, and we believe offering them at an affordable cost is not only the right thing to do, but it helps keep you and your family healthy. That's why Shamrock Foods pays for the majority of your health insurance, allowing you to take home more of your paycheck. And it doesn't stop there - our associates also enjoy additional benefits such as 401(k) Savings Plan, Profit Sharing, Paid Time Off, as well as our incredible growth opportunities, continued education, wellness programs.

Equal Opportunity Employer

At Shamrock Foods Co all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, veteran status, sexual orientation, gender identity or any other basis protected by applicable law.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.