Call Center Representative

Customer Service RepresentativeAs a leader and innovator in the snack food industry for over 50 years, J&J Snack Foods provides branded snack foods to foodservice and retail supermarket outlets across the U.S. Its products include such icons as SUPERPRETZEL, ICEE, and Dippin' Dots along with other key brands like LUIGI'S Real Italian Ice, The Funnel Cake Factory Funnel Cakes, and Hola Churros. J&J also has a strong presence in bakery providing cakes, cookies, and pies to some of the largest grocery and convenience retailers in industry. Our company continues to deliver record sales led by a talented team and a commitment to "Fun Served Here".We are the first line for our customer whether it be via email or through the phone. We are responsible for answering and directing calls, placing orders, answering emails, tracking orders, and assisting our sales team.Essential Functions:Process ordersAnswer calls and respond to emailsHandle customer inquiries both telephonically and by emailResearch required information using available resourcesManage and resolve customer complaintsProvide customers with product and service informationEnter new customer information into systemIdentify and escalate priority issuesRoute calls to appropriate resourceFollow up customer calls where necessaryDocument all call information according to standard operating proceduresLog packages receivedProduce call reportsProvide daily support and assistance to Regional ManagersContact all DDD customers weeklyMaintain DDD call list weeklyInvestigate/process credit requestsMaintain complete information on all product creditsTrack shipments daily & communicate with carriersAbility to learn and understand equipment components, equipment ordering procedures and the forms associated with those orders.Monitor all equipment orders; documenting order activity to keep everyone informed and up to date on the progress of equipment ordersHandle customer inquiries both telephonically and by emailProvide website technical supportWill run reports and enter the Internet Transfer orders for KY on a weekly basis and for CA on a period basis.Will enter and assist with International orders.Inquiries (View email address on click.appcast.io, Contact Us Rcvd, Phone)Catered eventsNew businessAllergen/Nutritional InfoWebsite questionsStorage/Maintain productPromotionsFranchise locationsResearch required information using available resourcesManage and resolve customer complaintsProvide customers with available shipping methods & transit time informationIdentify and escalate priority issuesInvestigate/process credit requestsMaintain complete information on all product creditsFollow-up required on all correspondence in a timely mannerCompetencies: Computer Skills, Communication SkillsEducation and Experience: High School or High School equivalentRequired Education: Entry levelRequired Experience: Customer Service/Call Center 1-2 yearsTravel Requirements: NonePhysical Activities: Check all that apply - Frequency (N) Never, (O) Occasionally or (C) ConstantlyAscending or descending ladders, stairs, scaffolding, ramps, poles, and the like. - NMoving self in different positions to accomplish tasks in various environments including tight and confined spaces. - NRemaining in a stationary position, often standing, or sitting for prolonged periods. - CMoving about to accomplish tasks or moving from one worksite to another. - OAdjusting or moving objects up to 15 pounds in all directions. - OCommunicating with others to exchange information. - CRepeating motions that may include the wrists, hands and/or fingers. - COperating machinery and/or power tools. - NOperating motor vehicles or heavy equipment. - NEnvironmental Conditions: Check all that apply - FrequencyLow temperatures. - NHigh temperatures. - NOutdoor elements such as precipitation and wind. - NNoisy environments. - NHazardous conditions. - NPoor ventilation. - NSmall and/or enclosed spaces. - NAdverse environmental conditions expected. - NPhysical Demands: Check only one - FrequencySedentary work that primarily involves sitting/standing. - CLight work that includes moving objects up to 20 pounds. - NMedium work that includes moving objects up to 50 pounds. - NHeavy work that includes moving objects up to 100 pounds or more. - NUS Hourly Pay Range $17 —$17 USDDisclaimer: This position description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.EEO Statement: J&J Snack Foods Corp. is an equal opportunity employer and prohibits discriminatory employment actions against, and treatment of, employees and applicants for employment based on actual or perceived Federal, State and local laws that prohibit employment discrimination on the basis of race, color, age, national origin, ethnicity, alienage, religion or creed, gender, gender identity, pregnancy, marital status, sexual orientation, citizenship, genetic disposition or characteristics, disability or veteran's status, sex offenses, prior record of arrest or conviction, genetic information or predisposing genetic characteristic, status as a victim or witness of domestic violence, sex offenses or stalking and unemployment status.