Call Center Representative

Position Summary

POSITION SUMMARY: We are the first line for our customer whether it be via email or through the phone. We are responsible for answering and directing calls, placing orders, answering emails, tracking orders, and assisting our sales team.

• process orders
• answer calls and respond to emails
• handle customer inquiries both telephonically and by email
• research required information using available resources
• manage and resolve customer complaints
• provide customers with product and service information
• enter new customer information into system
• identify and elevate priority issues
• route calls to appropriate resource
• follow up customer calls where necessary
• document all call information according to standard operating procedures
• produce call reports
• provide daily support and assistance to Regional Managers
• contact all DDD customers weekly
• maintain DDD call list weekly
• investigate/process credit requests
• maintain complete information on all product credits
• Track shipments daily & communicate with carriers
• Ability to learn and understand equipment components, equipment ordering procedures and the forms associated with those orders.
• Monitor all equipment orders; documenting order activity to keep everyone informed and up to date on the progress of equipment orders
• Provide customers with available shipping methods & transit time information
• Follow-up required on all correspondence in a timely manner
• Provide website technical support
• Will run reports and enter the Internet Transfer orders for KY on a weekly basis and for CA on a period basis.
• Will enter and assist with International orders.

COMPETENCIES: Computer Skills, Communication Skills

EDUCATION AND EXPERIENCE: High School or High School equivalent

Required

Education:

Entry level

Required Experience: Customer Service/Call Center 1-2 years

TRAVEL REQUIREMENTS: None

Ascending or descending ladders, stairs, scaffolding, ramps, poles, and the like.

Moving self in different positions to accomplish tasks in various environments including tight and confined spaces.

Remaining in a stationary position, often standing, or sitting for prolonged periods.

Moving about to accomplish tasks or moving from one worksite to another.

Adjusting or moving objects up to 15 pounds in all directions.

Communicating with others to exchange information.

Repeating motions that may include the wrists, hands and/or fingers.

Operating machinery and/or power tools.

Operating motor vehicles or heavy equipment.

Low temperatures.

High temperatures.

Outdoor elements such as precipitation and wind.

Hazardous conditions.

Small and/or enclosed spaces.

Sedentary work that primarily involves sitting/standing.

Light work that includes moving objects up to 20 pounds.

Medium work that includes moving objects up to 50 pounds.

Heavy work that includes moving objects up to 100 pounds or more.

J&J Snack Foods Corp. is an equal opportunity employer and prohibits discriminatory employment actions against, and treatment of, employees and applicants for employment based on actual or perceived Federal, State and local laws that prohibit employment discrimination on the basis of race, color, age, national origin, ethnicity, alienage, religion or creed, gender, gender identity, pregnancy, marital status, sexual orientation, citizenship, genetic disposition or characteristics, disability or veteran's status, sex offenses, prior record of arrest or conviction, genetic information or predisposing genetic characteristic, status as a victim or witness of domestic violence, sex offenses or stalking and unemployment status.

Disclaimer:
This position description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.