Customer Service Representative

5 days ago


New York, New York, United States Calico Cottage Full time
About the Role

We are seeking a highly skilled and motivated Customer Care Representative to join our team at Calico Cottage. As a key member of our customer service team, you will be responsible for providing exceptional support to our customers, ensuring their needs are met and exceeded.

Key Responsibilities
  • Process all inbound customer inquiries, including customer order taking, shipping and product inquiries/issues, equipment service, billing, and general customer inquiries.
  • Obtain excellent company and product knowledge to provide extraordinary customer support.
  • Handle freight logistics, including assigning proper shipping methods to all orders, following customer routing instructions, and actively looking for freight cost-saving opportunities.
  • Contact outside logistics groups for BOLs and shipping labels, tracking orders.
  • Equipment and Product Troubleshooting and Resolution: dry fudge issues, finished fudge, kettle issues, equipment technical support, purchase parts, warranty management.
  • Customer account administration, including invoicing, folding to mail, reconciliation of carrier freight bills, contacting carrier for necessary credits, maintaining customer records in ERP system, and managing non-conformances.
Requirements
  • High School Diploma/GED; College degree preferred.
  • Minimum of 1-2 years of customer service experience; 3+ years of customer service experience preferred.
  • Logistics experience (Freight routing) preferred.
What We Offer

We pride ourselves on being a tight-knit organization whose culture reflects what fudge stands for - fun, indulgence, and celebration. We promote values-based business practices and integrity, with unwavering support from our owners and senior management. Our company strives to be a true meritocracy, supporting performance-based mobility and providing plenty of opportunities for growth for hard-working employees.

We offer a comprehensive benefits program, including competitive salary, health insurance, 401(k) plan, paid time off, dental insurance, vision insurance, life insurance, disability insurance, flexible spending accounts, length of service awards, employee assistance program, and more.



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