Customer Service Representative

About Carbonella & De Sarbo Carbonella  & DeSarbo (C&D) is a private equity–backed fresh food distribution business, operating in a fast-paced, time-sensitive environment where execution, accuracy, and operational discipline are critical. We work hard to connect our customers with the freshest, high-quality produce and specialty products available. We believe in providing our customers with the highest level of customer service, superior quality produce, at or below fair market value, 365 days a year with locations in Connecticut, Rhode Island, Massachusetts, New Hampshire, Maine, New York, and New Jersey.

We place great emphasis on maintaining the highest food safety standards and making our company a place that both our customers and employees love and trust.

JOB SUMMARY:

The Customer Service Representative will interact with Carbonella & DeSarbo's customers every day by taking orders and addressing inbound customer inquiries.

This position will make use of a comprehensive online ordering system, and staff a busy phone system. The position is office-based.

RESPONSIBILITIES:
• Provide informative and responsive service to our highly valued customers.
• During the day, provide live responses to customers during a high volume of incoming calls.
• Provide solutions to client/customer and contribute to continuous improvement initiatives.
• Receive telephone calls, emails, and voicemail orders that require immediate follow-through to ensure real-time delivery schedules are met.
• Manage special requests and problem solve with customers using the highest levels of professionalism.
• Manage outbound communications regarding all aspects of product delivery including: product backorders, delivery delays (if/when applicable), and product substitutions.
• Assist outside sales and inside operations staff with varying special projects.
• Provide ultimate service and always meet the requirements of our customers.
• Answering inbound customer calls (keying orders, submitting credits and special orders, searching for information on ETA of delivery) and solving problems by closely working with Sales, Shipping, Purchasing, and Finance.
• Make outbound calls as assigned to fill in the downtime between incoming calls.

SKILLS REQUIRED:

• Strong aptitude to juggle multiple, detailed tasks simultaneously.
• Meet deadlines with an ability to prioritize and manage a constantly changing demand.
• Communicate effectively with internal and external customers
• Pleasant and professional phone manner
• Computer proficiency to include Microsoft Office products.
• Experience with an ERP required, knowledge of Produce Pro software a plus.
• Ability to use basic office equipment: multi-line phone, shared drive documents, team chat functions, scanner, 10-key.
• Enjoy speaking with those who love high-quality food.
• Excellent command of the English language.

EDUCATION AND EXPERIENCE:

High school diploma or equivalent.

Customer service experience required.

Experience in the food service industry preferred.

PHYSICAL DEMANDS AND ABILITIES:

Occasionally required to use hands to finger, handle or feel, reach with hands and arms and talk or hear.

Occasionally lift and/or move objects 10 - 75 lbs.

Occasionally required to stand, walk, stoop, kneel, crouch or crawl

Occasionally required to sit and climb or balance

Specific vision abilities required for this job include close vision, distance vision, color vision, peripheral vision, dept perception and ability to adjust and focus

Specific hearing abilities required for this job include adequate hearing over a loud work environment in which several pieces of machinery are frequently running including pallet jacks, large shipping vehicles, motors, engines, etc.

Occasionally required to enter and exit large…