SUMMARY: The Customer Service Representative (CSR) is responsible for providing exceptional support to customers by managing orders, resolving issues, and ensuring timely communication. In a food manufacturing setting, the CSR plays a vital role in maintaining customer satisfaction while coordinating with internal teams to meet delivery and quality expectations.
KEY RESPONSIBILITIES:
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Processing Orders/ Order Revisions: Managing and processing customer orders accurately and timely. Coordinating with cross-functional teams to ensure customer requirements are met.
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Daily Customer Interactions: Resolving Inquiries around orders and product availability: Addressing customer inquiries and concerns via phone, email, or chat, and providing information about products, services, and company policies.
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Handling Complaints: Managing and resolving customer complaints efficiently, including product issues, delivery problems, and service discrepancies.
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Sales Support: Assisting the sales team by providing customer feedback, managing accounts, and supporting promotional activities.
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Logistics Coordination: Works closely with the logistics team to ensure the timely and accurate delivery of products and communicating any delays or issues to customers.
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Documentation and Reporting: Maintaining detailed records of customer interactions, orders, and complaints, and generating reports to help improve customer service processes.
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Quality Assurance: Coordinating with the quality assurance team to address any product quality issues reported by customers.
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Cross Function Collaboration: Working with various departments such as production, logistics, and quality control to ensure customer satisfaction and address any issues that may arise.
QUALIFICATIONS & EDUCATION:
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Bachelor's Degree preferred in business or other related field, five (5) + years of Customer Service experience
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Demonstrated experience in managing customer accounts
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Experience supporting and communicating cross-functionally
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Experienced in documentation of all customer interactions, especially complaints
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Experience with PO's & invoicing purchase orders
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Proficient in excel, ERPs, and complaints platform, D365 preferred
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Experience with or B2B & B2C clients preferred
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Bi-Lingual (Spanish) preferred
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Food Manufacturing preferred
