Customer Care Representative

1 week ago

Irvine, United States Innovative Beverage Concepts, Inc. Full time

SUMMARY: Manage incoming/outgoing calls and customer service inquiries. Generate and follow up on sales leads that develop into new customers. Identify and assess customers’ needs to achieve satisfaction

 

At Innovative Beverage Concepts, we pride ourselves in our world-class customer care. As the customer care representative, you are the face of IBC – you are the first to interface with the most important aspect of our company – our customers. Your day-to-day will involve managing calls, emails, and other customer inquiries to ensure that our customers and partners feel that they are the most important account in the company – because they are. You will identify their needs and work with the internal team to ensure that the customer expectations are met and that we continue to exceed satisfaction and maintain a healthy partnership with all IBC customers.

 

 

DUTIES AND RESPONSIBILITIES:

The following duties reflect management’s definition of essential functions for this job but do not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

 

·        Answer, screen, place, and direct calls on a multi-line phone system in a courteous and professional manner; take messages and/or forward telephone calls to appropriate employees and voice mail.

·        Direct customers to place orders online or take customer orders via phone or email, create a new account, process orders, and enter them into the accounting system (SAGE100).

·        Manage customer database through the Salesforce CRM system

•         Set up new customer accounts, create customer Opportunities, create customer New Task activity, schedule, and maintain customer account information.

•         Contact all new customers that made their first purchase and provide them with a “Welcome” email along with marketing and sales materials.

·        Analyze key accounts and perform maintenance calls to ensure they are not just satisfied with their IBC products, but also encourage them to try IBC’s vast line of different MOCAFE™ flavors.

·        Periodically, review customer accounts (by using IBC’s sales database “IRM/AFS G2”) that have gone dormant for more than six (6) months and try to bring them back with special pricing or promotions.

·        Be an expert in IBC products and assist customers with their inquiries, questions, and concerns.

·        Build, develop, and maintain customer relationships. 

•         Contact prospects and convert them to customers.

·        Cross-train to process distributor orders.

·        Process and follow up on customer product samples.

·        Prepare and forward outgoing mail and packages.

·        Compose and type routine correspondence as required.

·        Organize and maintain file system, files correspondence, and other records.

·        Demonstrate a high level of professionalism in dealing with confidential and sensitive issues.

·        Perform other duties as assigned by the manager.

 

 

QUALIFICATIONS:

•         Associate’s degree (A.A.), two to four years related experience, or equivalent combination of education and experience.

•         Coffee industry experience is a plus.

•         Excellent verbal and written communication skills.

•         Proficient in Microsoft Office, Sage100 & Salesforce.

•         Strong interpersonal skills.

•         Punctual.

•         Professional and comfortable on the phone.

•         Ability to understand and follow written and verbal instructions

•         Ability to deal effectively with a diversity of individuals at all organizational levels.

•         Commitment to excellence and high standards.

•         Strong organizational skills; able to manage priorities and workflow.

•         Keystrokes a minimum of 50 wpm.

•         Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.

·        Must be able to speak, read, write, and understand the primary language(s) used in the workplace.

•         Professional appearance and demeanor.

•         Ability to perform diversified clerical functions and basic accounting procedures.

 

 

PHYSICAL REQUIREMENTS:

While performing the duties of this job, the employee is frequently required to do the following:

•         Sit for prolonged periods.

•         Perform some repetitive motion activities.

•         Coordinate multiple tasks simultaneously. 


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