Customer Care Specialist – Norton, MA

New England Ice Cream Corporation is a leading frozen dessert distributor serving customers throughout Massachusetts, Maine, New Hampshire, Vermont, and Connecticut. We are committed to operational excellence, strong customer relationships, and dependable service across all territories.

The Customer Care Representative (Account Support) is responsible for handling inbound and outbound customer interactions, processing orders, resolving service issues, and supporting assigned customer accounts.

This role operates in a high-volume call center environment and focuses on delivering consistent, accurate, and timely customer service while supporting sales and operational teams.

• Handle high-volume inbound and outbound calls from customers
• Respond to customer inquiries related to orders, products, deliveries, and service issues
• Provide timely and professional resolution to customer concerns
• Maintain strong customer relationships through consistent communication

• Accurately enter and process customer orders in ERP/CRM systems
• Review orders for completeness, pricing accuracy, and product availability
• Make updates or corrections to orders as needed
• Support assigned accounts with routine requests and follow-ups
• Investigate and resolve delivery issues, shortages, and discrepancies
• Coordinate with Operations, Logistics, and Sales teams to resolve problems
• Escalate complex or recurring issues to leadership as appropriate
• Track and document all customer interactions and resolutions
• Support promotions, product launches, and seasonal programs
• Identify basic upsell or add-on opportunities during customer interactions
• Communicate product availability and alternatives when needed

• Maintain accurate customer records and account details
• Document call activity, issues, and resolutions in system tools
• Assist with reporting and data entry as needed
• Follow standard operating procedures and service guidelines

• High school diploma or equivalent required
• 1-3 years of customer service, call center, or order entry experience preferred
• Experience in food distribution, wholesale, or logistics is a plus

• Strong customer service and communication skills
• Ability to handle high call volumes in a fast-paced environment
• Attention to detail and accuracy in order entry
• Basic problem-solving skills
• Strong organizational and time management abilities
• Proficiency in Microsoft Office (especially Excel)
• Experience with ERP/CRM systems preferred
• Call center / office-based role
• High-volume inbound and outbound call environment
• Fast-paced distribution business setting

• Primarily sedentary work with extended time at a workstation
• Frequent phone and computer use
• Ability to sit for extended periods

Full-time, non-exempt position
Schedule:
Monday - Friday, 7:00 AM - 3:30 PM
Overtime may be required based on seasonal business needs

Competitive hourly compensation and benefits package. Overtime eligibility in accordance with applicable laws.

This job description reflects the general nature of the role and is not intended to be exhaustive. Responsibilities may evolve based on business needs.

New England Ice Cream Corporation is an Equal Opportunity Employer committed to fostering a diverse and inclusive workplace. Employment is at-will in accordance with applicable law.