Customer Care Representative

Corporate Overview

Server Products is a highly regarded food and beverage technology company that manufactures products for the restaurant and food service markets. Server Products is committed to designing smarter solutions to everyday challenges so customers can serve easier, faster, and better than ever.

The Opportunity

The Customer Care Representative will serve as the primary point of contact between our customers and internal departments. They are responsible for providing a seamless customer experience by providing support throughout the entire order process. The Customer Care Representative will play a proactive role in using product knowledge to help the customer select the right equipment for their menu and application.

Essential Duties and Responsibilities

• Enters all required information into the computerized systems, ensuring accuracy and timeliness (i.e., order entry, repair orders, CRM, EDI, Amazon, auto quote etc.)
• Serve as the frontline contact for customer inquiries via incoming calls, emails or live chats providing both domestic and international customers with accurate information on products, availability, lead time, pricing, order status, etc.
• Coordinate with cross-functional teams to ensure on-time delivery and issue resolutions
• Knowledgeable on Server international and domestic equipment in all product categories; knowledge base to include equipments features and benefits as well as basic maintenance and problem troubleshooting
• Writes detailed and accurate non-conformance reports (NCRs)
• Process customer credit card payments through PayPal
• Manage freight quotes with customer and shipping department
• Actively participates in team meetings and completes required reports including planned orders, past due orders, order lead time and any other reports as needed by proactively sharing information for discussion
• Performs other duties or responsibilities as requested or required

Requirements

• High School diploma. Associate's degree is preferred
• Minimum of 1 year of customer care experience
• Excellent written and verbal communication skills
• Proven ability to resolve customer issues using empathy, patience, and listening skills
• Strong desire to assist customers with questions and provide feedback in a timely manner
• Demonstrated planning, organization, critical thinking and follow-through skills

Benefits

• Five (5) weeks PTO
• Nine (9) Paid Holiday
• Three (3) days Paid to Volunteer
• Robust 401(k) with up to 6.0% Company Contribution/Match
• Exceptional health care benefits