Customer Service Representative

BASIC PURPOSE
Provide contact and liaison between customers and internal departments. Process incoming orders; receive, evaluate, and respond to written or telephoned customer inquiries in a timely manner. Work within established guidelines in order to achieve the objectives of the service agreement consistent with customer expectations, company policy and profit and quality requirements.

• Receive inbound calls and place outbound calls to customers in order to provide information about products and services, to take orders, or to obtain details of complaints.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken. 
• Resolve customers' service or billing complaints; check to ensure that appropriate changes were made to resolve customers' problems. 
• Contact customers in order to respond to inquiries or to notify them of claim results and any planned adjustments; refer unresolved customer complaints to designated departments for further action. 
• Obtain and examine all relevant information in order to assess validity of complaints and to determine possible causes. 
• Coordinate same-day deliveries and pickups for customers. Process pickup requests from customers and Territory Managers. Respond to delivery/routing questions and issues from customers. 
• Respond to product inquiries from customers. Solicit sale of new or additional services or products. 
• Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods. 
• Contact all customers affected by product recalls and withdrawals. 
• Key customer orders. 
• Work front window & filing as needed. 
• Check in trucks.

RELATIONSHIPS:

• Internal: Sales, Operations / Distribution / Support. The incumbent is required to interact with employees at all levels of responsibility throughout the company in a professional manner. 
• External: The incumbent is required to interact with customers in a professional manner. 

QUALIFICATIONS:

• Education/Training: High School diploma or equivalent required. Degree desirable.
• Related Experience: Minimum of three years experience in customer service call center environment required. Experience in food service distribution a plus.
• Knowledge/Skills/Abilities: Excellent verbal communication skills and problem resolution ability required. Should be familiar with Microsoft Office products (e.g., Word, Excel, Access, Outlook). CRM / Phone Technology experience preferred

Compensation depends on relevant experience and/or education, specific skills, function, geographic location, and other factors as applicable by law. The expected base rate for this role is between $21.00-$22.00/hour.