Customer Service Representative
FFP, United States

JOB SUMMARY: As a Customer Service Representative, you will be responsible for working directly with our major customers and meeting their specific needs. Patience and tact are necessary qualities in what can be a high-pressure environment. You will need good time management skills as well as problem-solving abilities. This position will report to our Corporate Customer Service Manager, where the responsibilities and qualifications are as follows:

About the Job

• Must be flexible in hours and willing to commute between our sites. Travel can be between Lake Mary, FL and Eustis, FL along with travel to our Eugene, OR and our Johns Creek, GA sites.

• 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.
• Support Sales staff with account contacts, pricing questions, sample entry, order tracking- we are here to assist Sales Staff; provide and share information when requested or necessary.
• Review and respond to all emails in a timely manner daily. Standard response time is 10-15 minutes.
• For all accounts assigned be responsible for processing orders, confirming pricing and quantities to customer, provide any follow-up necessary. Responsible for account ownership in all facets.
• Familiarity with International shipments; tariffs, customs docs; freight quotes
• Resolve customers’ service or billing questions or complaints by performing activities such as exchanging merchandise, issuing a credit, or adjusting Invoice.
• Provide and submit freight quotes for all Customers requesting via stateside or international.
• Issue price increases to small customers if requested by management to help with the Sales Team and to provide coverage to the smaller clients.
• Refer unresolved grievances to designated departments for further investigation.
• Invoices for all accounts reviewed, matched, scanned, emailed, mailed, and filed within 24 -48 hours of receiving them from accounting.
• Assist with document requests by coordinating with the Regulatory Department.
• Assist in training for back up personnel and coverage of position.
• Must be flexible in hours and willing to commute between our sites. Travel can be between Lake Mary, FL and Eustis, FL along with travel to our Eugene, OR and our Johns Creek, GA sites.

Skills, Traits, amp; Competencies

• Associate degree preferred and/or a commensurate amount of related work experience in a business-related field along with distribution/retail account experience.
• 3 to 5 years minimum Customer Service experience is a must.
• 3 to 5 years of office administrative experience is a must.
• Great Plains or SAP software experience.
• Proficient in the knowledge and practical use of up-to-date versions of Microsoft Office 365 along with Google Docs/Sheets/Smartsheet/PowerPoint etc.
• Familiarity with internet applications specifically accounting databases (Ariba, Mercado, Tungsten) for Customers along with Salesforce for Sales.
• 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 with the Sales team, as this is a direct relationship.
• Proven ability to communicate with customers using professional and pleasant etiquette via telephone and email.
• Ability to problem-solve independently and handle multiple tasks and projects simultaneously.

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
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Job Rewards and Benefits