POSITION TITLE: CUSTOMER SERVICE REPRESENTATIVE
POSITION DEPARTMENT: CUSTOMER SERVICE
POSITION SUMMARY DESCRIPTION:
Food Warming Equipment Company is seeking a Customer Service Representative who is passionate about delivering exceptional service and building strong relationships. This role serves as a key point of contact for external customers and internal partners, ensuring a seamless experience through accurate order entry, effective communication, and proactive problem-solving. The ideal candidate is a confident communicator who takes initiative and consistently looks for ways to make a positive impact.
ESSENTIAL JOB RESPONSIBILITIES:
1. Represent FWE with professionalism, reliability, and a customer-first mindset in every interaction.
2. Maintain the reception area, including greeting and directing internal and external customers.
3. Answer and direct incoming telephone calls in a professional and efficient manner.
4. Collaborate closely with internal teams to resolve issues and meet customer expectations.
5. Accurately enter, process, and manage customer orders within company systems.
6. Proactively identify opportunities to improve customer experience, workflows, and internal processes.
7. Process customer returns according to established department policies and procedures.
8. Other duties as assigned by department leadership.
QUALIFICATIONS:
- Exceptional interpersonal and communication skills, both verbal and written.
- Strong customer-focused mindset with the ability to build trust and rapport.
- High attention to detail and accuracy, particularly with order entry and administrative tasks.
- Demonstrate initiative, accountability, and problem-solving ability
- Strong organizational and time-management skills with the ability to manage multiple priorities.
- Strong multitasking skills with the ability to prioritize and maintain accuracy across multiple tasks.
- Proficiency with Microsoft Office and ability to learn ERP/CRM systems
- Interest in continuous improvement and contributing ideas that enhance the customer experience
EDUCATIONAL OR EXPERIENCE REQUIREMENTS:
- High school diploma or equivalent required.
- Minimum of 2 years of customer service, order entry, or administrative experience in a manufacturing/distribution environment preferred.
THIS POSITION REPORTS TO: Customer Service Assistant Manager
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Parental leave
- Referral program
- Retirement plan
- Vision insurance
Work Location: In person
