Customer Service Representative

New England Coffee is one of the largest independent Coffee Roasters in the Northeast.  Located in Malden, MA, we not only service our community with the best coffee around, but our coffee can be found in both restaurants and retail store locations around the country.

Monday-Friday from 7:00am-3:30pm

Job Summary: Our Customer Service Representativesact as a liaison between the Company and our customer base.  This person must be knowledgeable of our product lines and will be responsible for entering customer orders, providing status updates and responding to customer inquiries and issues with a high level of integrity.  The high-volume nature of this position will require a strong sense of urgency and the ability to make timely decisions with moderate supervision.  Our Customer Service Department works together as a team to support each other, our sales staff and, most importantly, our customers.

Responsibilities:

• Possesses a complete understanding of the various brand and item configurations offered by New England Coffee, including coffee, tea, and other related products
• Manages a high volume of customer calls ensuring a quality, positive experience by providing friendly, professional service
• Fosters strong customer relationships by proactively contacting customers daily to ensure timely execution of order fulfillment, communicating the status of orders, and developing an in-depth understanding of our customers’ expectations
• Processes all customer orders and invoices timely and accurately
• Handles shipments, expedited orders and returns with a sense of urgency
• Responds timely to customer inquiries and resolves issues and concerns promptly while keeping customer retention a priority
• Proactively reports shortages and out-of-stock items internally and to customers
• Collaborates and communicates with team members and field sales representatives on a regular basis to provide exceptional support to our customers and minimize errors
• Escalates customer issues appropriately to Customer Service Manager and maintains responsibility for follow-through to ensure satisfactory resolution
• Follows all safety procedures and actively participates in safety training and safety system ownership initiatives
• Maintains safe and efficient use of equipment, tools, and person; reports any injury, accident, or unsafe condition to supervisor immediately
• Supports and complies with GMP’s; understands and follows emergency action plan
• Supports food safety, quality, and legality
• Ensures the operation is providing food-safe, quality products which meet or exceed all product specifications and regulatory requirements
• Other duties as assigned

We offer a comprehensive and thoughtfully designed benefits package that supports the well-being, financial security, and work-life balance of our employees.

• 10 Paid Company Holidays
• Generous Paid Vacation & Sick Time
• Comprehensive, Affordable Medical, Dental & Vision Coverage for you and your family
• Health Savings Account (HSA) with company contributions
• Flexible Spending Accounts (FSA) & Dependent Care FSA (DCFSA)
• 401(k) Retirement Plan with company match and discretionary profit sharing
• Employee Assistance Program (EAP) and financial wellness resources
• Company‑Paid Disability
• Company‑Paid Life Insurance equal to 3× annual compensation
• And more benefits designed to support your health, wealth, and well‑being

Together, these benefits reflect our commitment to caring for our employees both inside and outside the workplace.

Qualifications

• High School Diploma/GED
• 2-5+ years of customer service experience
• Superior customer service and listening skills with the ability to handle difficult situations with poise and tact
• Proactive with the ability to work independently and in a team environment
• Professional telephone and email etiquette
• Displays empathy, understanding, and patience with customers and employees
• Strong computer skills with proficiency in MS Office Programs
• Electronic Data Interchange (EDI) experience a plus
• Excellent organizational skills with the ability to work in a fast-paced environment under pressure
• Positive, upbeat and goal driven

Reily Foods Company is an equal opportunity employer, Minorities/Females/Disability/Protected Veteran/Sexual Orientation/Gender Identity.