Customer Service Coordinator

The full-time Customer Service Coordinator (CSC) is a liaison between customers, vendors, and other departments within the company. Processing orders, assisting with complaints, errors, account questions, billing, cancellations, payments, order follow-ups and other inquiries. Filtering and distribution of calls, emails, and information requests from customers who have questions, comments, or complaints about our products and services. Providing exceptional service to customers fostering a positive and appreciative relationship for the company. Generating a mutual positive relation with vendors as well. S/he shall support upper management in the event of a food safety or quality issue. S/he will assist in any necessary documentation requirements of the situation at hand when requested and as back-up for the Office Manager. Responsibilities and Duties Customer Service Enter and process customer orders and changes according to procedures and policies. Listen, document, and help resolve conflicts with customers. Answer questions or handle complaints from customers and/or direct to appropriate department. Forward phone calls, emails, and requests for information timely. Provide information to customers about order status. Attend order status meetings or co-facilitate as back-up for Office Manager. Process order expedites request from customers. Set up new customer accounts, enter account information. Select appropriate responses to customer issues and work to resolve them. Refer advanced cases to management for resolution, providing background information. Track and assist with freight related issues. Contact customers to verify and update account information. Answer questions about terms of sales. Answer product and service questions or refer to appropriate salesperson. Assist sales department by communicating changes and information to the customer. Prepare and send month end Late Orders Report to GM and accounting management. Assist with maintenance of filing systems for accounts payables/receivables and customer documents. Other assignments as requested by immediate supervisor or management. Office Assistant Greet guests professionally. Create and process invoices accurately and promptly. Receive and post payments to customer accounts. Deposit checks and ACH payments accurately. Assist account receivables with locating documents for investigations. Assist other departments with locating documents or other information. Other assignments as requested by immediate supervisor or management. Additional Duties Audit and report inventory while making recommendations on which items to order and restock. Manage warehouse employees, monitoring work and ensuring the safe use of warehouse equipment. Establish warehouse practices and protocols to achieve an efficient warehouse. Set warehouse and team goals in collaboration with executive management and other team leads. Monitor workplace performance and lead training initiatives to improve warehouse employees. Enforce Good Manufacturing Practices (GMP’s), Standard Operating Procedures (SOP’s) and safety policies. Keep up-to-date on the latest federal and state safety regulations. Communicate with other departments to ensure products are shipped in a timely manner. Use Sage 100 to pull all orders to be staged by shipping clerks. Fill out all bill of ladings and make all address labels to go with shipments. Make sure all orders that need C of As are done through QC. Coordinate with all trucking companies for pickups. Review/investigate shipping errors and report full details to customer service and accounting. Review shipment damages and collaborate with customer service and quality to determine if return is appropriate. Arrange and track shipment of approved returns. Manage all carriers and negotiate discounts. Make and manage all appointments. Coordinate daily meetings with production to ensure product is met for the day. Initiate invoicing for all orders that have shipped to ensure correct inventory appropriation. Coordinate weekly meetings with CS to ensure all orders and production is met. Assist with production needs and filling out all production for the day. Qualifications and Requirements High school diploma or equivalent. 1-3 years of experience in a food service or food manufacturing environment preferred. Ability to communicate with all levels of the organization. Basic knowledge of computer software and office systems. Ability to thrive in fast-paced environment, multitasking while keeping focus on the customer. Good time-management abilities. Excellent listening skills with an empathetic voice and manner. Dedication to customer satisfaction. Ability to pass a basic computer test. Ability to pass National Background Check and Drug Screening. #J-18808-Ljbffr Express Employment Professionals