Customer Service Representative

Job Description

Highly motivated individuals who are capable of creating a positive customer experience, by providing professional and efficient telephone support for inquiries, problem resolution, special orders, and process improvement recommendations.

• Critical listening skills combined with patience and genuine empathy
• Ability to clearly assess a situation and initiative to improve the customer experience
• Maintain the self-esteem and respect of the customer while explaining the best options or best practice applicable to their inquiry or concern
• Confident performing under pressure in a fast paced environment
• Intermediate to advanced computer skills using:
  Microsoft Windows, Office Suite, Web-based applications, ERP and EDI.
• Telephone functionality, etiquette and interaction skills and above standard oral and written communication abilities and effective conflict management and problem resolution. Pleasantly greeting/meeting visitors, reporting any suspicious activities.
• Receive and respond to incoming telephone calls for customer support to identify the type of inquiry or concern and provide customers with product and/or service information as needed
• Research and acquire important information when following up with a customer inquiry that could not be given immediate resolution
• Assist in identifying and tracking trends that impact daily operations and/or potentially improve the overall level of customer service
• Ensure orders are processed in a timely manner and that order confirmations are returned within 24 hrs.
• Assist in preparing weekly production/order shipping spreadsheet. Coordinate to ensure all orders are fulfilled 100%.
• Set up outbound shipments with 3rd party logistics suppliers. Coordinate shipments with in a way to achieve on-time delivery as well as minimize freight costs
• Be a member of Product Recall Team. Know how to trace forward shipments to customers
• Track Dean’s inventory on daily bases and update production in timely manners
• Implement and monitor programs as directed by management, and see the programs to completion
• Scan bills and upload on team site
• Tracks purchase orders, confirm lead times, delivery dates, and update online
• Maintain Cintas First Aid supplies by checking inventory biweekly and order accordingly
• Serve as the liaison among departments, communicating needs and concerns so they can be handled expeditiously
• He/She participates on the Quality System implementation and cooperates with SQF Practitioner
• He/She reports food safety and quality problems to personnel with the authority to initiate actions.
• Other duties and responsibilities as assigned

• Good communication and organizational skills.
• Highly organized, detail-oriented, and able to manage multiple tasks in a production-driven setting.
• A proactive, collaborative team player with solid problem-solving and follow-through skills.
• Ability to maintain confidentiality and handle sensitive operational information responsibly.
• Proficient Verbal and Written English Communication Skills
• Strong written and verbal communication skills; bilingual English/Spanish highly preferred.