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.

• 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.

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

• 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.

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…