Customer Support Representative

J O B D E S C R I P T I O N - Customer Support Representative

The primary function of this position includes but is not limited to handling customer complaints, providing appropriate solutions and alternatives within the time limits; follow-up to ensure resolution. Keep records of customer interactions, process customer accounts and file documents. Follow communication procedures, guidelines, and policies.

Essential Duties Include

Take customer orders via phone, email, fax or in person.

Answer phones in a professional manner and give out good customer service.

Monitor Customer Support email every 15 minutes and respond to all customer email orders promptly.

Coordinate with the Operations, Sales, and Purchasing Department to resolve any problems.

Communicate with supervisor about any problems that were not resolved with the other department.

Daily review of call list, sell new products and perform calls and documentation of recalls.

Update database system with order guides, quotes and contact information for our sales representatives and/or customers.

Attending department and/or product meetings and training.

Submit special order forms to purchasing subject for approval.

In case of coverage needed must be able to take over the Sales Representative customer calls, work in another department and attending food shows (stuff envelopes for credit- food shows miscellaneous functions)

If not on the Sunday or weekday schedule may be asked to cover shifts upon upper management requests

Tasks, workload, and responsibilities are subject to change upon upper management requests.

Requirements

Education/Training:

High school diploma or equivalent

Must be able to read, write and communicate in English.

Excellent communication skills, customer service and phone ethics with internal/external accounts and personnel.

Must be detail oriented and organized.

Previous experience in customer service or a related field is highly desirable.

Strong problem-solving and decision-making abilities.

Ability to work independently and as part of a team.

Ability to multitask and prioritize tasks in a fast-paced environment.

Strong attention to detail and accuracy.

Be able to visit customers.

Be punctual and open to covering shifts.

Schedule: Mon-Thurs 8:30 am – 5pm; Sunday 12 pm – 5pm

Hourly Rate: $19