POSITION TITLE:

Customer Service Representative

DEPARTMENT:

Customer Service

FLSA STATUS:

Non-Exempt

POSITION SUMMARY:

Our commitment to excellence extends beyond our products to every interaction we have with our clients. We are seeking a dedicated and enthusiastic Customer Service Representative to join our team and help us continue delivering exceptional service. The individual in this position plays a critical role in the business by interacting with our customers to process orders, solve problems and advocate for their needs. The candidate must be a great communicator, a creative problem solver and genuinely excited about providing great service to our customers.

POSITION OVERVIEW:

As a Customer Service Representative at Joseph’s Gourmet Pasta, you will be the first point of contact for our customers, providing them with outstanding service and support. Your role will involve addressing customer inquiries, resolving issues, and ensuring a positive experience. You will collaborate closely with various departments within our organization to ensure that customer needs are met efficiently and effectively.

PRIMARY RESPONSIBILITIES:

• Customer Interaction: Respond to customer inquiries via phone, email, and EDI in a timely and professional manner. Provide accurate information about products, services, and company policies.
• Order Processing: Assist customers with placing orders, tracking shipments, and managing returns. Ensure that all orders are processed accurately and promptly. Assign carriers and provide instructions for pickup and delivery. Communicate daily with 3PL companies to ensure timely customer satisfaction
• Issue Resolution: Handle and resolve customer complaints and concerns with empathy and professionalism. Investigate issues, coordinate with relevant departments, and follow up to ensure resolution.
• Product Knowledge: Maintain a thorough understanding of our product lines, including ingredients, nutritional/allergen information and manufacturing processes, to effectively address customer questions and concerns.
• Collaboration: Work closely with the sales, production, and logistics teams to address customer needs and ensure seamless service delivery. Provide updates to operations and planning teams for any changes to critical accounts, and be able to advise on necessary production schedule changes to accommodate customer requests
• Documentation: Maintain accurate records of customer interactions, transactions, and feedback in our ERP/EDI systems. Generate reports as needed to support management decisions. Create ad hoc reports as needed

SKILLS/EXPERIENCE/EDUCATION REQUIRED:

• Previous experience in a customer service role, preferably in the food manufacturing or consumer goods industry desired.

• Excellent communication skills, both verbal and written.

• Strong problem-solving abilities and attention to detail. Proficiency in EDI and ERP systems, as well as Microsoft office programs.

• Ability to multitask and manage time effectively.

• Job Descriptions are not intended to be exhaustive lists of all responsibilities, skills or efforts. They are intended to be accurate summaries of what the position involves and what is required to perform it. Joseph’s Gourmet Pasta Company reserves the right to change, modify or add to any position at any time.