Customer Service Representative

7 days ago

Jurupa Valley, United States DEL REAL LLC Full time
Job Title: Customer Service Representative (CSR)

Classification: non-exempt full time

Reports to: Customer Service Supervisor

A. PURPOSE

Under supervision, the Customer Service Representative (CSR) serves as a primary contact for customers and consumers ensuring a positive experience by addressing inquiries, resolving issues, and providing information about our products. Follow customer service policies and procedures to ensure consistent customer service and satisfaction. Perform all aspects of processing orders, troubleshoots and resolve routine and non-routine customer complaints. Resolves major problems with orders, delivery dates and/or service with the assistance of Customer Service Team Lead.

B. DUTIES

General Overall Duties (1-8 listed below)

Some of the duties of this position are those described below. This job description does not state or imply that the duties listed are the only duties and responsibilities assigned to this position. Employees holding this position will be required to perform any other job-related duties as requested by management.

  1. Process all purchase orders and confirmations for all customers, ensuring timely and accurate handling. Communicates all outbound customer shipping needs with the Logistics Department. Develop and maintain a strong relationship with customer base and, when needed, solve customer service issues. The Customer Base is defined as internal and external customers. For example, internal customers are, but not limited to, Del Real Foods Departments. While external customers are, but not limited to brokers, purchasing agents at the distributors, receiving managers at the distribution centers and buyers at the customer corporate level.
  2. Maintain regular communication with Sales Department, Account Receivables, Brokers, Customers, Production Scheduling, Customer Accounting, R&D, Quality Assurance, and warehouse shipping team.
  3. Processes customer and consumer complaints from start to finish and collaborate with QA and Sales team to respond appropriately to customers complaints. Maintain and update complaint database accurately.
  4. Respond to consumer inquiries promptly and professionally.
  5. Address consumer inquiries and send follow-up correspondence as needed.
  6. Track all complaints and provide QA Department information in a timely manner.
  7. Maintain our Global Data Synchronization Network (GSDN) through Syndigo, 1 World Sync and customer portals ensuring that information on our existing products and new products is accurate and up to date.
  8. Other duties include preparing various management reports.


Specific Skills and Abilities Required

  1. Knowledge of Microsoft Dynamics AX System for processing orders.
  2. Knowledge of GDSN, Syndigo, 1 Worlds Sync, and Customer Portal process.
  1. Strong PC software application knowledge using Excel, Word, Access, PowerPoint and the Internet.
  2. Self-motivated, hands-on department head; ability to lead and provide direction, organization and supervision to the Customer Service Department.
  3. Must be extremely detail oriented and proficient at basic mathematics.
  4. Must possess the ability to manage multiple tasks simultaneously.
  1. Applicants must work well within a team environment.
  2. Ability to learn new programs, policies and procedures.
  3. Must be able to handle confidential information.


C. EDUCATION/EXPERIENCE

  1. High School Diploma: additional education or certifications in customer service is a plus.
  2. Minimum 3 years' experience on the field (Food Industry is a plus)
  3. Bilingual in Spanish (is a plus)


D Tools

  1. Computer


E. Physical Requirements (All requirements are subject to possible modification to reasonably accommodate individuals with a disability.)

1. Physical activities of this position. (Check ALL that apply.)
• Climbing: Ascending or descending ladders, stairs, scaffolding, ramps, poles and the like, using feet and legs and/or hands and arms. Body agility is emphasized. This factor is important if the amount and kind of climbing required exceeds that required for ordinary locomotion.
• Balancing: Maintaining body equilibrium to prevent falling when walking, standing or crouching on narrow, slippery or erratically moving surfaces. This factor is important if the amount and kind of balancing exceeds that needed for ordinary locomotion and maintenance of body equilibrium.
• Stooping: Bending body downward and forward bending spine at the waist. This factor is important if it occurs to a considerable degree and requires full use of the lower extremities and back muscles.
• Kneeling: Bending legs at knee to come to a rest on knee or knees.
• Crouching: Bending the body downward and forward by bending leg and spine.
• Crawling: Moving about on hands and knees or hands and feet.
• Reaching: Extending hand(s) and arm(s) in any direction.
• Standing: Particularly for sustained periods of time.
• Walking: Moving about on foot to accomplish tasks, particularly for long distances.
• Pushing: Using upper extremities to press against something with steady force in order to thrust forward, downward or outward.
• Pulling: Using upper extremities to exert force in order to draw, drag, haul or tug objects in a sustained motion.
• Lifting: Raising objects from a lower to a higher position or moving objects horizontally from position to position. This factor is important if it occurs to a considerable degree and requires the substantial use of the upper extremities and back muscles.
• Finger Dexterity: Picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole arm as in handling.
• Grasping: Applying pressure to an object with the fingers and palm.
• Feeling: Perceiving attributes of objects, such as size, shape, temperature or texture by touching with skin, particularly that of fingertips.

ý Talking: Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly or quickly.
• Hearing: Noisy environment.

ý Vision: Close work.
• Repetitive motions: Substantial movements (motions) of the wrists, hands and/or fingers.

  1. Degree of physical exertion required for the position. (Check ONE.)


ý Sedentary Work: Exerting up to 10 lbs of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary Work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

ý Light Work: Exerting up to 20 lbs. of force occasionally and/or up to 10 lbs. of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for Sedentary Work and the worker sits most of the time, the job is rated for Light Work.
• Medium Work: Exerting up to 50 lbs. of force occasionally and/or up to 20 lbs. of force frequently, and/or up to 10 lbs. of force constantly to move objects

Heavy Work: Exerting up to 100 lbs. of force occasionally and/or up to 50 lbs. of force frequently, and/or up to 20 lbs. of force constantly to move objects

Very Heavy Work: Heavy Work: Exerting in excess of 100 lbs. of force occasionally and/or in excess of 50 lbs. of force frequently, and/or in excess of 20 lbs. of force constantly to move objects

  1. Environmental conditions the employee will be subject to in this position. (Check ALL that apply.)

• Inside environmental conditions: Protection from weather conditions, but not necessarily from temperature changes.
• Outside environmental conditions: No effective protection from weather.
• Both environmental conditions: Activities occur inside and outside.
• Extreme cold: Temperatures below 32 degrees for periods of more than one hour.
• Extreme heat: Temperatures above 100 degrees for periods of more than one hour.
• Noise: There is sufficient noise to cause the worker to shout in order to be heard above the ambient noise level.
• Vibration: Exposure to oscillating movements of the extremities or the whole body.
• Hazard: Includes a variety of physical conditions, such as proximity to moving mechanical parts, electrical current, working on scaffolding and high places, exposure to high heat or exposure to chemicals.
• Atmospheric conditions: One or more of the following conditions that affect the respiratory system or the skin: Fumes, odors, dusts, mists, gases or poor ventilation.
• Oils: There is air and/or skin exposure to oils and other cutting fluids.
• Humidity: Exposure to humid conditions ranging from 70 to 92 percents.

Respirator: Use is required.

ý None: No substantial exposure to adverse environmental conditions (such as in typical office or administrative work).

4. PRIMARY CONTACTS

A. CONTACTS

  1. Inside the Company:

A.) Company Employees

B.) Administration

C.) Company Supervisors

2. Out of the Company:

A.) Customers

B. SUPERVISION

  1. Directly Supervises: No one
  2. Indirectly Supervises: No one
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