Customer Service Representative

JOB SUMMARY:

As a Customer Service Rep, your primary responsibility is to ensure that all customers receive assistance with order entries and any inquiries regarding the company. Your goal is to ensure a great customer experience and maintain a positive relationship with them. You'll be expected to solve customer problems and deal with a variety of responsibilities. Communication with customers, vendors, and co-workers should always be professional, ensuring that questions are answered accurately and in a timely manner. You'll be working as a team member within the department and organization, performing duties assigned to best serve the company. This position reports to our Lake Mary, FL based Customer Service Manager.

KEY DUTIES AND RESPONSIBILITIES:

• Ensure Customers are handled professionally and in a timely manner.
• Build and sustain positive customer relationships.
• Keep records of all Customer interactions and transactions, recording details of inquiries, complaints, and comments as well as action taken.
• Responsible for following through on customer issues to completion. This may require outbound calls and/or multiple customer contacts.
• Support Sales staff with account contacts, pricing questions, sample entry, and order tracking
• Review and respond to all emails in a timely manner daily.
• Responsible for processing orders, confirming pricing and quantities to customer, provide any follow-up necessary for all accounts assigned. Responsible for account ownership in all facets.
• Familiarity with International shipments; tariffs, customs docs; freight quotes, etc.
• Resolve customers’ service or billing questions or complaints by performing activities such as exchanging merchandise, issuing a credit, or adjusting an Invoice.
• Provide and submit freight quotes for all Customers requesting via stateside or international.
• Refer unresolved grievances to designated departments for further investigation.
• Ensure that all invoices for every account are reviewed, matched, scanned, emailed, mailed, and filed within 24-48 hours of receiving them from accounting.
• Responsible for processing Credit Applications – run credit reports, acquire references, and communicate with the CCSM to determine credit eligibility.
• Assist with document requests by coordinating with the Regulatory Department.
• Assist in training for back up personnel and coverage of position.

Skills, Traits, & Competencies

• Excellent written and verbal communication skills.
• Having patience and tact is essential in a potentially high-pressure environment.
• Good time management and problem-solving abilities are essential.
• Task-switching ability to balance multiple priorities is essential.
• Proficient with internet applications specifically accounting databases (Ariba, Mercado, Tungsten), Microsoft Business Central, and Salesforce.com.
• Quick, agile, and calm problem-solving skills.
• Organized and detail oriented. Manages work to meet commitments and deliver excellent outputs in short timelines.

Requirements

MINIMUM REQUIREMENTS:

• B.S. degree preferred and/or a commensurate amount of related work experience in a manufactured products/food product industry.
• 4+ years of office administrative experience is required.
• Excellent oral and written communication skills.
• Excellent planning and organization skills.
• Ability to interact directly with customers and build relationships.
• Ability to interact and assist the Sales team, as this is a direct relationship.
• Proven ability to communicate with customers using professional and pleasant etiquette via telephone and email.
• Proficient in the knowledge and practical use of up-to-date versions of Microsoft Office 365 along with Google Docs/Sheets/Smartsheet/etc.
• Ability to problem-solve independently and handle multiple tasks and projects simultaneously.

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 effective on the first of the month following start date
• Health and Wellness Incentives
• 10 Days of PTO
• 9 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)