Customer Service Representative

Description

The Customer Service Representative manages the order lifecycle from receipt through delivery for assigned customers, maintaining ownership of each transaction and ensuring timely resolution of issues.

This position is on-site 4 days a week in Elgin, IL.

Functions of the Position:

• Execute the full order management process for assigned customers. Monitor order progress, follow up on internal delays, and communicate updates, changes, or issues to brokers and/or customers in a timely manner.
• Process orders for both assigned and unassigned customers and assist with new account setup. Ensure all order revisions are scanned on the same day as receipt to prevent billing delays.
• Maintain ongoing communication with brokers, customers, and JBSS business managers to address questions, resolve issues, and identify service improvement opportunities. Develop strong working relationships and coordinate with cross-functional teams to fulfill customer orders. Schedule, at minimum, quarterly meetings with assigned business managers to share insights and best practices.
• Maintain accurate and up-to-date customer profiles, including special handling instructions. Actively cross-train team members to ensure consistent, high-quality service coverage during peak periods or absences.
• Process returns, credits, and re-bills for both assigned and unassigned customers as needed, collaborating with cross-functional teams to ensure timely completion.
• Provide team support by answering calls, taking messages, and assisting with order processing when team members are unavailable.

Education, Experience, and Knowledge

• Associate degree in a business-related field or a minimum of three (3) years of customer service experience required.
• Experience within a consumer packaged goods (CPG) company or a related industry preferred.

Skills and Competencies

• Strong verbal and written communication skills.
• Excellent phone presence and active listening capabilities.
• Professional, diplomatic, and tactful demeanor.
• High attention to detail with strong accuracy and organizational skills.
• Ability to effectively manage time, adapt quickly, and multitask in a fast-paced environment.
• Team-oriented with the ability to build strong relationships both internally and externally.
• Ability to work independently with minimal supervision.
• Intermediate proficiency in Microsoft Office applications (Excel, Word, Outlook).
• Experience with mainframe systems and reporting tools.

The starting hourly range for this position is $22.15-$30.43. The hourly rate offered will be determined by factors including, but not limited to, experience, credentials, education, certifications, skill level required for the position, the scope of the position, and geographic location. In addition to the hourly rate, this position is eligible for performance-based incentives subject to the terms of the underlying plan.

Additionally, we provide a comprehensive benefits package that reflects our commitment to support the wellness of our colleagues and their families. This includes health benefits, professional growth support, generous paid time off benefits to support work/life balance, retirement benefits and other programs to support financial wellness. A full listing of our extensive benefits package can be found on our Company website, located here:

JBSS is an Equal Opportunity Employer:

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or status as a protected veteran.