Call Center Customer Service/Sales Operations

Work is Sweet!

'Quality without Compromise' is not just a motto at See's Candies. It is the most important ingredient in our recipe for success. See's Candies has been in business since 1921 and maintains a reputation for producing the highest quality candy and providing superior customer service.

See's is a leader in the confectionery industry with over 250 retail shops across the USA, a growing e-commerce business, and expanding opportunities internationally. We are seeking friendly, enthusiastic individuals who are passionate about helping us grow and thrive in our second century.

Job Description Summary:

This seasonal position is responsible for managing inbound and outbound calls, chats, and customer emails in a professional manner, consistent with See's Candies standards for customer service, order accuracy, and sales goal achievement. The role focuses on building strong customer relationships, resolving customer inquiries, and supporting sales through effective upselling and suggestive selling techniques. The pay range for this position at the commencement of employment is expected to be between $19.50 and $20.50 per hour; however, base pay offered may vary depending on factors including geographic location, job-related knowledge, skills, experience, and other business considerations.

CS Job Description and Base Minimum Qualification:

Position Responsibilities:

• Provide exceptional customer service via phone, chats, and email, guided by See's Core Principles.
• Handle customer interactions, including order entry, account creation, adjustments, literature requests, and tracking.
• Recommend products and programs tailored to customer needs.
• Process orders, payments, and shipping details accurately.
• Resolve customer issues promptly and professionally.
• Maintain knowledge of all product lines and programs, including eCommerce, Volume Savings, Fundraising, and Corporate Gifting.
• Duties can include handling inbound/outbound calls, chats, cases, tracing, and Yumraising support.
• Record compliments and complaints and process necessary adjustments.
• Support additional tasks assigned by management.

Base Minimum Qualifications:

• Prior customer service experience; call center or sales/telemarketing preferred.
• Clear, friendly phone voice, with strong verbal and written communication skills.
• High attention to detail and the ability to work quickly and accurately.
• Proficient typing and PC keyboard skills.
• Proficiency with Customer Relationship Management (CRM) systems and other business applications.
• Quick learner with a proactive and positive approach to change.
• Experience using Microsoft Excel for accurate data entry and maintaining organized records.

GS and SO Job Description and Minimum Qualification:

Position Responsibilities:

• Provide exceptional customer service via phone, chats, and email, guided by See's Core Principles.
• Handle customer interactions, including order entry, account creation, adjustments, literature requests, and tracking.
• Recommend products and programs tailored to customer needs.
• Process orders, payments, and shipping details accurately.
• Resolve customer issues promptly and professionally.
• Maintain comprehensive knowledge of all product lines and programs, including eCommerce, Volume Savings, Fundraising, and Corporate Gifting.
• Handle inbound/outbound calls, chats, cases, tracking, multi-recipient order entry of 8 or more recipients, shop worksheets, Yumraising support, logo processing, and Amazon support.
• Record compliments and complaints and process necessary adjustments.
• Support additional tasks assigned by management.
• Conduct and maintain correspondence between logistics carrier partners and customers.
• Strong verbal and written skills
• Attention to detail, able to multitask.
• Typing proficiency

Preferred Qualifications:

• Experience using Microsoft Excel for accurate data entry and maintaining organized records.
• Basic knowledge of Excel formulas and functions is a plus.
• Strong computer proficiency with the ability to efficiently navigate multiple applications and work effectively using a dual-monitor setup.
• Experience in logistics, shipment tracking, and freight tracing preferred.
• Knowledge of Less-Than-Truckload (LTL) shipping is a plus.

This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Management reserves the right to revise job responsibilities and requirements as business needs dictate.

See's is an EOE See's will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable local, state or federal law (including San Francisco Ordinance #131192 and Los Angeles Municipal Code 189.00).