Customer Service Rep

2 months ago

Lombard, United States Griffith Laboratories Full time

JOB OPPORTUNITY Title:

Customer Service Representative Location:

Hybrid (2 days Lombard, 3 days WFH) Reports to:

Customer Service Manager Purpose:

The Customer Service Representative (CSR) has the responsibility of interfacing directly with all external and internal Custom Culinary customers regarding order placement and status, changes, and any potential delays to sales orders. The CSR will meet the needs of customers and supports company operations, and is responsible for assisting in developing CS processes/procedures, assure accurate order entry, efficient shipment tracking, and timely delivery of products to customers. Essential Duties and Responsibilities: Daily responsibilities include but not limited to; order management, complaint resolution, customer data management, export management, and enhancing the overall customer experience. Daily communication with customers. Assists on all open orders, returns, claims, pricing discrepancies, etc., until the issues have been resolved. Handles customer relations in a positive manner, including effective resolution of customer complaints. Drives accurate and timely resolution of customer inquiries. Builds and maintains customer relationships, as well as department rapport. Communicates in a professional manner with external and internal customers by phone, e-mail, and in person. Assists Sales with customer service-related issues; works with Finance to resolve any pricing issues for customers. Provides sales analysis reports when requested to the CSM. Works in conjunction with our Sales team and keeps them informed of critical order delays. Communicates directly with customers, suppliers, and co-workers to help resolve issues when necessary. Carries out assigned projects, resolves problems within established parameters, coordinates work with others and interprets policies on own initiative. Researches information and analyzes data. Establishes and maintains good working relationships with both internal and external clients. Manages customer data effectively using Excel. Attends daily/weekly meetings via Microsoft Teams as required. Engages in daily communication with customers via various channels such as phone, Microsoft Teams, and Outlook. Performs day-to-day order processing tasks utilizing Microsoft AX, internal software and/or customer portals. Works as a part of a staff of 3 Customer Service Reps. Supports business volume of $100+ Million in annual sales. Maintains professional and frequent interactions with customers, supply chain teams, external warehouses, co-manufacturing partners, 3rd party logistic partners (Kenco), and distribution partners (Dot Foods). Ensures safety, quality, legality, and authenticity of products in accordance with regulations and standards, as this role dictates. Requirements: Associate degree preferred in Business, Supply Chain, or a related field, a high school diploma is required. Additionally, 2-4 years of progressive customer service experience within a manufacturing environment. 2+ years of experience using ERP preferably AX2012. Excellent and effective interpersonal and communication skills (oral, written, telephone etiquette and active listening). Strong attention to detail. Able and willing to look at the bigger picture. Ability to model superior customer focus and empathy. Ability to use judgment to plan and accomplish goals. Proven ability to work effectively in a variable, fast-paced, team environment. Demonstrated, solid working knowledge of Microsoft Applications, with intermediate working experience in Excel and Outlook. EOE – Vet/Disability EEO Notice of Rights EEO AA M/F/Vet/Disability Apply Now

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