Job Title: Customer Service Representative
Department: Customer Service
Reports To: Customer Solutions & Planning Manager
Creation Date: June 2024
Review Date: June 2024
Overview:The Customer Service Representative works closely with Trophy’s and SunTree Snack Foods, retail customers by providing responsive information and quality service. The CSR works in collaboration with Sales, Operations, Supply Chain, QA as well as Finance.
Key responsibilities include, but are not limited to:
· Receive and handle customers’ calls/emails promptly and professionally.
· Inform customers of shipping date, anticipated delays, and any additional information needed by the customer.
· Process orders through manual entry or EDI.
· Enter sales and liquidation orders.
· Act promptly to resolve any EDI errors by communicating to the appropriate stakeholders (For example advising Sales of any price discrepancies).
· Monitor orders and inventory on hand to anticipate Out of Stocks and address the situation with the different stakeholders.
· Follow up on orders to ensure order status flow (from start to finish) for all Customers.
· Follow up with short shipment communication to the customer, which includes next available ship date. Provides case fill rate and on time delivery reports.
· Monitor that policies regarding order lead time and MOQ are followed.
· Manage and Schedule Sale Order pick up and deliveries with freight brokers and our 3PL shipping office, to deliver into the Customer Location.
· Support our Finance team on Freight invoice approvals.
· Ensure knowledge of specific procedures of assigned key accounts.
· Confer with production, sales, shipping, warehouse, or common carrier personnel to expedite or trace missing or delayed shipments.
· Understand the functions of other departments to utilize appropriate resources when required.
· Investigate customer inquiries and notifies appropriate department.
· Keep abreast of new products as they are introduced.
· Process returns requests to document returned goods shipments, pick up location, and request for credit procedures.
· Respond to customer and or consumer complaints either verbally or in written correspondence within 48 hours of receiving the complaint or with appropriate credit documents.
· Maintain electronic and paper files of consumer complaints.
· Compile statistics and prepare various reports for management.
· Comply with Trophy’s & SunTree’s Health and Safety policies and procedures.
· Other duties as assigned.
Experience, Qualifications, and Educational Requirements:
· One-year certificate from college or technical school and/or;
· Three to five years related Customer Service experience and/or training or; Equivalent combination of education and experience.
· Works well in a fast paced, high-pressure environment, with multiple priorities.
· Ability to plan effectively and decide accurately on the sequence in which actions should be carried out while allowing for enough flexibility to cushion ad hoc scenarios.
· Ability to write routine reports and correspondence.
· Ability to speak effectively before customers, senior management, and employees of the organization.
· Bilingual in French would be an asset.
· Basic knowledge of Order processing systems and Word Processing.
· Intermediate knowledge of Excel.
· JD Edwards experience would be an asset.
Accountabilities for Success:
· Collaborate and partner with others through actively building positive and productive relationships, working to understand different viewpoints, and treating people of varying backgrounds and perspectives fairly.
· Communicate ideas and information in an effective manner by listening, demonstrating understanding, readily sharing information, and keeping appropriate parties up to date.
· Take initiative to understand and produce results aligned to department priorities and accept responsibility for performance and results.
· Identify causes of problems and develop solutions to make effective, timely decisions.
· Demonstrate a commitment to Trophy & SunTree’s vision and mission. Understand how individual decisions and actions impact the needs of the department as well as overall corporate goals.
Physical Effort:
· May be required to lift and/or move up to 15 pounds.
· Sitting at a desk and computer terminal for extended periods of time each day (4 to 7 hours). Occasionally required to move around the office.
· The office work environment is open, provides adequate lighting, is temperature controlled and relatively quiet.
Work Environment:
· Regularly exposed to allergens such as peanuts, tree nuts, sulphites, soya, dairy, egg, gluten and sesame.
· Occasionally exposed to wet and/or humid conditions including slippery floors if walking the Plant.
· Facility may incur extreme temperature variation depending on area as incurred in the food manufacturing and packaging process if walking the plant.
· May be exposed to equipment and processing mediums exceeding several hundred degrees Fahrenheit and noise levels exceeding 85 decibels if walking the plant.
· Requires wearing company uniform, with company provided hairnet/beard net/ safety cap, ear plugs, safety glasses etc. if walking the plant
Sensory Attention:
· Frequent need to give concentrated attention, with one or two senses used in co-ordination.
· Employees are regularly required to talk and hear, close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
· Ability to apply common sense to problems involving mathematical skills such as adding, subtracting, multiplication, dividing and written or oral instructions.
Mental Stress:
· Work and environment are not repetitious/unchanging.
· There is noticeable pressure from deadlines, production quotas, accuracy or similar demands.
*This job description is not intended to be all inclusive. Employee may perform other related duties as required to meet the ongoing needs of the organization.*
SunTree Snack Foods is an equal opportunity employer that values workforce diversity. Diversity is core to our business: by embedding diversity into all aspects of our culture, we maximize the opportunity to achieve sustainable business success and growth. SunTree Snack Foods provides equal opportunities in employment, promotions, wages, benefits and all other privileges, terms, and conditions of employment to all qualified persons without regard to race, national or ethnic origin, color, religion, age, sex, sexual orientation, or any other characteristics protected by the applicable Federal and State laws. Must be currently eligible to work in the US.
Job Type: Full-time
Pay: $60,000.00 per year
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience level:
Shift:
Weekly day range:
Work setting:
Education:
- High school or equivalent (Preferred)
Experience:
- Customer service: 3 years (Required)
- Manufacturing: 3 years (Required)
- Microsoft Office: 3 years (Required)
- JD Edwards: 1 year (Required)
Work Location: In person