Sr. Customer Service Representative

Senior Customer Service Representative

The Senior Customer Service Representative provides a full range of customer service support to various customers and departments. Leads, oversees or participates in the more complex and difficult cases and performs data entry, processes paperwork, resolves pricing discrepancies, tracks shipments and resolves other customer service functions as required. The Senior Customer Service Representative will be responsible for supporting CHG's sales channels by utilizing supplier business tools, such as Retail Link and JDA, to meet and exceed customer's expectations and will support the Customer Service Manager by mentoring junior team members and leading team meetings as needed.

Duties and Responsibilities:

• Ensures delivery of excellent customer service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve inquiries.
• Assist Customer Service Representatives (CSR) with difficult cases.
• Apply critical thinking and problem solving skills to assist customers with issues and escalate any unresolved problems.
• Process manual customer orders and order changes by entering them into the computer. Verify order accuracy and resolve any order discrepancies. Notify the customer of any changes or shortages on the order. Process paperwork pertaining to the order.
• Answer consumer inquiries by determining desired information; researching, locating and providing information.
• Manage unique vendor managed order/inventory/transportation systems as assigned.
• Review SAP reports daily and process incomplete and blocked EDI orders
• Mentor or give direction to junior team members and provide training on best practices.
• Assist management in ensuring performance goals are met.
• Perform other duties including, but not limited to, processing customer complaints, processing donation requests; and maintaining customer records.

Minimum Job Requirements:

Education/Certifications:

• Must have at least a high school diploma or the equivalent. A college degree is preferred.

Experience:

• Must have at least three years of customer service experience. Five or more years of experience are preferred.
• Previous experience in Food Manufacturing, Distribution or Brokerage a plus.

Knowledge, Skills and Abilities:

• Must have a highly developed sense of integrity and commitment to customer satisfaction.
• Must have ability to independently perform the most difficult customer service duties.
• Must have the knowledge and ability necessary to understand basic operational, technical, and office processes.
• Must have experience using an order entry or ERP software. Experience with SAP is preferred.
• Must have strong skills with Microsoft Outlook, Word, and Excel.
• Must have excellent listening and communication skills and the ability to communicate with associates as well as customers by utilizing professional etiquette on the phone, thorough written correspondence, and face-to-face communication.
• Must have principles of business letter writing and report preparation.
• Must have skills to lead, organize and review work of assigned staff.

Working Conditions and Physical Effort:

• Work involves light exposure to unusual elements, such as dirt, dust, fumes, extreme temperatures, humidity, darkness, and/or noise.
• Work environment involves light exposure to physical risks, such as working around mechanical, chemical, and electrical hazards.
• Light physical effort required such as standing, sitting, and walking in and around the office; reaching, climbing, and kneeling as needed; utilizing fine dexterity, the ability to see, hear, and communicate with associates as well as others by utilizing professionally etiquette.
• Personal protective equipment, as defined by C.H. Guenther and Sons, will be provided.

Expectations:

• Will demonstrate, promote and exemplify the Company's Core Values.

At C.H. Guenther, we value transparency in compensation. By providing the salary range for this role, we aim to promote fairness and help candidates make informed choices about their career. The salary range for this role is:

$25.04 - $41.93

Actual compensation may vary based on job-related knowledge, skills, and experience, as well as geographic location.

C.H. Guenther & Son will never offer or pay a wage or salary that is not compliant with applicable local, state, or federal pay laws, including minimum salary thresholds.

We also offer a variety of benefits, including health and disability insurance, retirement savings options, flexible spending accounts, employee assistance programs, educational assistance, parental leave, paid time off, and company-paid holidays.