Customer Care Specialist

The Customer Care Specialist is responsible for managing and expediting the day-to-day requests of customers regarding orders, immediate need of product and any other support tasks including account set-up. This position handles delivery issues, customer concerns, special projects, routing, and inventory issues. The Customer Care Specialist takes initiative to manage assigned accounts and facilitates effective communication between departments.

Essential Duties and Responsibilities

• Provide excellent customer service to customers and maintain a positive, empathetic, and professional attitude when handling customer needs.
• Answer the phone and make outgoing calls regarding all aspects of ordering ice cream and related products.
• Follow through on all requests/orders to ensure accuracy and timely delivery.
• Handle complaints, provide appropriate solutions and alternatives within an acceptable time and follow up accordingly.
• Compile reports
• Troubleshoot quantity discrepancies between stock and records.
• Keep Records of Customer Interactions, inquiries, comments, and complaints when necessary
• Maintain strict confidentiality of sensitive financial and customer information.
• Maintain composure under pressure and proactively handle customer and internal issues/problems with minimal supervision.
• Provide additional information to drivers, accounting, etc. to assist in scheduling and routing deliveries and sales in the best possible manner.
• Perform general office duties including handling mail, filing, photocopying, faxing, and maintaining files and records.
• Additional duties as assigned.

Education and Experience

• High school diploma or equivalent required.
• Associate Degree preferred
• Minimum 2-3 years call center experience required.

Skills/Qualifications

• Proficient in MS Office Programs: Excel, Outlook, Word.
• Strong multi-tasking, follow-through, and organizational skills with the ability to pay close attention to detail.
• Strong professional written, verbal, and interpersonal English communication skills. Must be able to work effectively and clearly one-on-one and in groups.
• Knowledge of sales and food industry a plus.
• Knowledge and experience in Distribution and/or in the Ice Cream industry a plus.
• Proven data entry & phone skills.
• Ability to stay calm when customers are stressed or upset.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

New England Ice Cream Corporation is an Equal Opportunity Employer.

Job Type: Full-time

Pay: $20.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Referral program
• Vision insurance

Experience level:

• 2 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Call center
• In-person

Ability to Relocate:

• Norton, MA 02766: Relocate before starting work (Required)

Work Location: In person