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JOB SUMMARY: The Customer Service Rep. is responsible for ensuring all customers receive assistance with order entries and inquiries with complete satisfaction, by maintaining a positive relationship with them. You'll be expected to solve customer concerns and requests, which may include a variety of variables. Communication with customers, vendors, and co-workers is critical and should always be professional and complete; such that questions are answered accurately and in a timely manner.

SKILLS, TRAITS & COMPETENCIES:

• Excellent planning and organization skills. Manages work to meet commitments and deliver excellent outputs in short timelines.
• Ability to interact directly with internal and external customers to build relationships.
• Youre a problem-solver and can independently handle multiple tasks and projects simultaneously.
• Remains quick, agile, and calm in potentially high-pressure situations and environment.

KEY DUTIES AND RESPONSIBILITIES:

• Ensures Customers are handled professionally and in a timely manner.
• Keeps records of all Customer interactions and transactions, recording details of inquiries, complaints, and comments as well as actions taken.
• Follows through on customer issues to completion (may require outbound calls and/or multiple customer contacts).
• Supports Sales teams with account contacts, pricing questions, sample entries, and order tracking.
• Reviews and responds to all e-mails in a timely manner daily.
• Processes orders, confirms pricing and quantities to customer, and follows-up as necessary for all accounts assigned. Responsible for account ownership in all facets.
• May assist with international shipments, tariffs, customs docs, freight quotes, etc.
• Resolves customer service or billing questions and complaints by performing activities such as exchanging merchandise, issuing credits, or adjusting an invoice.
• Submits freight quotes for all customers requesting via stateside or international.
• Issues price increases to small customers as requested by management.
• Refers unresolved grievances to designated departments for further investigation.
• Ensures invoices for every account are reviewed, matched, scanned, e-mailed/mailed, and filed within 24-48 hours of receiving them from accounting.
• Processes Credit Applications runs credit reports, acquires references, and communicates with the CCSM to determine credit eligibility.
• Assists with document requests by coordinating with the Regulatory Department.
• May assist in training for back up personnel and coverage of position.

Requirements

MINIMUM REQUIREMENTS:

• B.S. degree in Business or Finance is preferred; may consider a commensurate amount of related work experience in a manufactured products or food/beverage products industry.
• Minimum 4 years of customer service or office administrative experience is a must.
• Excellent oral and written communication skills using professional and pleasant etiquette via telephone and e-mail is required.
• Proficient in the knowledge and practical use of up-to-date versions of Microsoft Office 365 along with Google Docs/Sheets/Smartsheet/PowerPoint etc.
• Proficient with accounting databases (Ariba, Mercado, Tungsten) and Salesforce.

PHYSICAL REQUIREMENTS:

• Ability to sit and work at a computer station for extended periods of time.
• May be required to lift up to 10 lbs. on occasion

Benefits

• Medical, Dental, Vision, and Prescription Drug Insurance on Day 1
• Health and Wellness Incentives
• 10 Days of PTO
• 10 Paid Company Holidays
• 5 Personal Days
• 401(k)
• Health Savings Account (H.S.A.)
• Long-Term and Short-Term Disability
• Life Insurance
• Accidental Death & Dismemberment (AD&D)
• Employee Assistance Program (EAP)