Sr. Customer Service Representative - Stock Yards Lexington

Job Title

Provide contact and liaison between customers and internal departments. Process incoming orders; receive, evaluate, and respond to written or telephoned customer inquiries in a timely manner. Work within established guidelines in order to achieve the objectives of the service agreement consistent with customer expectations, company policy and profit and quality requirements.

• Receive inbound calls and place outbound calls to customers in order to provide information about products and services, to take orders, or to obtain details of complaints.

• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.

• Resolve customers' service or billing complaints; check to ensure that appropriate changes were made to resolve customers' problems.

• Contact customers in order to respond to inquiries or to notify them of claim results and any planned adjustments; refer unresolved customer complaints to designated departments for further action.

• Obtain and examine all relevant information in order to assess validity of complaints and to determine possible causes.

• Coordinate same-day deliveries and pickups for customers. Process pickup requests from customers and Territory Managers. Respond to delivery/routing questions and issues from customers.

• Respond to product inquiries from customers. Solicit sale of new or additional services or products.

• Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.

• Contact all customers affected by product recalls and withdrawals.

• Key customer orders.

• Work front window & filing as needed.

• Check in trucks.

Supervision

The incumbent is not required to provide direct supervision for any position.

Relationships

Internal:
Sales, Operations / Distribution / Support. The incumbent is required to interact with employees at all levels of responsibility throughout the company in a professional manner.

External:
The incumbent is required to interact with customers in a professional manner.

Qualifications

Education/Training:
High School diploma or equivalent required. Degree desirable.

Related

Experience:

Minimum of three years experience in customer service call center environment required. Experience in food service distribution a plus.

Knowledge/Skills / Abilities:
Excellent verbal communication skills and problem resolution ability required. Should be familiar with Microsoft Office products (e.g., Word, Excel, Access, Outlook). CRM / Phone Technology experience preferred

Compensation depends on relevant experience and/or education, specific skills, function, geographic location, and other factors as applicable by law. The expected base rate for this role is between $22.00-$23.00/hour.

Benefits for this role may include health insurance, pre-tax spending accounts, retirement benefits, paid time off​, short-term and long-term disability, employee stock purchase plan, and life insurance. To review available benefits, please :

Compensation depends on relevant experience and/or education, specific skills, function, geographic location, and other factors as applicable by law (for example: state or local minimum wage thresholds). The expected base rate for this role is between $18 - $28.

*** EOE – Race/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/ Age/Genetic Information /Protected Veteran/Disability Status***