Customer Service Representative

Position Summary

The customer care representative (CCR) assists the Office operations manager and the distributions operations manager with functions related to orders and customer service. As a primary point of contact the Customer Care Representative provides first-class service to internal and external customers by demonstrating in-depth knowledge of company products and programs.

Essential Functions

• Partner with the Office Operations Manager to meet and exceed customer service expectations while supporting the daily operations of the Maryland Distribution Center.
• Process incoming customer orders, order changes, returns, and cancellations received by phone, email, or other approved communication methods.
• Respond to customer inquiries regarding product availability, pricing, order status, deliveries, and company programs in a timely, accurate, and professional manner.
• Identify opportunities to recommend products, promotions, and alternative items that enhance customer satisfaction and support sales growth.
• Prepare, review, and distribute customer invoices, order confirmations, and related documentation as required.
• Review customer orders for accuracy and resolve order discrepancies, pricing issues, and data entry errors prior to processing.
• Receive, document, and process customer return requests, damaged product reports, shortages, shipping discrepancies, and product quality concerns in accordance with company procedures.
• Accurately document customer complaints by obtaining all necessary information, including product identification, lot numbers, quantities, invoices, photographs (when available), and a detailed description of the concern.
• Maintain complete and accurate records of customer complaints, returns, credits, replacements, and product quality concerns.
• Promptly communicate customer complaints, damaged product reports, shortages, temperature concerns, food safety concerns, and product quality issues to the Distribution Operations Manager for investigation and follow-up.
• Assist the Distribution Operations Manager by preparing complaint documentation, return records, customer correspondence, and supporting information required for investigations, corrective actions, customer responses, and regulatory or food safety records.
• Coordinate customer returns, replacement orders, credits, and product return authorizations with the Distribution Operations Manager, warehouse personnel, and accounting as appropriate.
• Communicate consistently with internal departments to ensure timely resolution of customer and operational issues:
• Maintain organized customer files, sales orders, invoices, complaint records, return documentation, and other customer correspondence in accordance with company document retention procedures.
• Balance company policies with customer satisfaction by exercising sound judgment and professionalism while providing exceptional customer service.
• Provide feedback to management regarding recurring customer concerns, service failures, product issues, and opportunities for process improvement.
• Continuously evaluate customer service processes and recommend improvements that enhance efficiency, accuracy, communication, and the overall customer experience.
• Maintain confidentiality of customer and company information while complying with company policies and procedures.
• Perform other duties as assigned by the Office Operations Manager.

Minimum Qualifications

• High School Diploma or GED required
• Minimum of one (1) year of Customer Service or Sales experience

Skills & Abilities:

• Detail-Oriented - Attention to detail and accuracy.
• Computer Aptitude -Proficient use of Microsoft Word & Excel and Internet navigation.
• Communication skills, both verbally, and written. Interpersonal and professional interactive skills are necessary to perform at a high degree of proficiency. Ability to effectively present information and respond to questions from suppliers, customers, management and inter-department staff. Customer Service - Respond promptly to requests for service and assistance as needed. Follow up as needed.
• Planning / Organization - Ability to prioritize and manage multiple priorities/deadlines and shift priorities as necessary. Uses time effectively.
• Problem Solving - Identifies and resolves problems in a timely manner. Gathers and analyzes information skillfully. Develops alternative solutions.
• Judgment - Displays willingness to make decisions. Exhibits sound and accurate judgment. Makes timely decisions.
• Professionalism - Approaches others in a tactful manner. Reacts well under pressure. Follows through on commitments. Capable of working with internal staff from other departments in a proactive and constructive manner.
• Familiarity with Inventory Management and Customer Database is a plus.

Physical Demands & Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.


While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or finger, handle, or feel objects, tools or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.


The employee must occasionally lift and/or move up to 20-30 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus. The noise level in the work environment is usually moderate.


Note:

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent

in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related

duties requested by any person authorized to give instructions or assignments.

All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably


accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills aptitudes

and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or

significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum

levels of knowledge, skills or abilities.

This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.