Customer Experience Representative

FLSA STATUS: Non-Exempt

REPORTS TO: Customer Experience Manager

SUPERVISES: N/A

TRAVEL: 0-10%

DEPARTMENT: Customer Experience

JOB PURPOSE:

Customer Experience Representatives (CXR) support the Sales team members in providing industry-leading service and solutions to Woodland Foods’ partners.

The primary focus is to meet and exceed customers’ product and service expectations, while providing a positive and seamless Customer Experience. As a first point of contact with Woodland Foods, Customer Experience Representatives have the responsibility of representing the Company in a professional and confident manner. With an in-depth knowledge of our offerings, CXRs will provide informative support and tailored recommendations to customers.

Successful candidates will bring high-energy, have the ability to think quickly, troubleshoot, provide reliable solutions and have a passion for service and food.

ESSENTIAL FUNCTIONS:

• Manage customer conversations across all our support channels via telephone, email, online chat, or in person to take orders, provide support and information on an assigned product or service.
• Process customer orders efficiently and accurately into the system.
• Answer customer inquiries and escalate complex issues to the appropriate team to ensure rapid support.
• Coordinate freight for customers and act as a liaison between the customer and shipping company throughout the shipping process.
• Process customer returns and work closely with Accounting and Quality to resolve issues.
• Maintain customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
• Use knowledge of a specific product, service, or other assigned area of expertise to answer inquiries or to forward to the appropriate staff.
• Share relevant customer feedback to help us improve our offerings.
• Report on key customer service metrics and identify noteworthy trends
• Work with cross-functional teams (i.e. Production, Shipping, Quality Assurance) to facilitate order fulfilment with the expected time frame and order parameters
• Actively participate in team meetings, and provide relevant feedback to supervisors regarding customer concerns and areas for improvement throughout the business

SECONDARY FUNCTIONS:

• Assist other departments with customer interactions.
• Represent company at community events (occasionally)
• Perform other job-related duties and responsibilities as may be assigned.

QUALIFICATIONS/REQUIREMENTS:

• College level coursework; customer service or food industry experience as a substitute; 2-4 years Customer Service experience preferred.
• Culinary training beneficial
• Food industry or service industry experience is desirable.
• Access to a reliable broadband internet connection (25Mbps speed preferred for best VPN connection) and a private home workspace.
• Work from Home designation

SKILLS/ABILITIES

• Persuasive, positive and clear oral and written communication skills.
• Positive demeanor, empathetic listening skills and questioning ability to understand and identify obvious and underlying customer issues.
• Ability to use critical thinking and outcomes-oriented approach in problem-solving and constructively handle questions, consult, provide solutions or resolve problems.
• Strong attention to detail
• Self-discipline and self-motivation to be able to successfully drive results while in an unsupervised environment.
• Strong time-management, organizational skills and flexibility to be able to adapt to regularly changing priorities and customer issues.
• Strong work ethic
• Cross-functional teamwork skills
• Proficiency with Office 365

This document in no way states or implies that these are the only duties to be performed by the employee occupying this position.
E-Verification: In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

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