Customer Service Representative

This role provides essential administrative and sales support to customer accounts and sales representatives. It is key to maintaining strong customer relationships and ensuring the smooth flow of products from the warehouse to the customer.

Key Responsibilities

Customer Support

• ­ Respond to customer inquiries via phone, email, or in-person about product availability, orders, delivery status, and pricing.
• ­ Resolve customer complaints or issues regarding food products, orders, or delivery.
• ­ Provide accurate information regarding products, company policies, and order procedures.

Order Management

• ­ Process and confirm customer orders accurately and efficiently.
• ­ Ensure proper documentation of orders, changes, and cancellations.
• ­ Communicate with internal teams (warehouse, logistics, sales) to ensure timely and accurate order fulfillment.

Product Knowledge

• ­ Maintain an understanding of the company’s product offerings, including food items, packaging, and handling instructions.
• ­ Introduce new products and promotions to customers
• ­ Identify customer needs and selling opportunities

Coordination & Communication

Logistics

• ­ Coordinate logistics with 3PL carriers.
• ­ Coordinate with the logistics team to track shipments and provide updates to customers on delivery times or issues.
• ­ Ensure timely and effective communication with customers regarding backorders, delays, or product substitutions.
• ­ Work with warehouse teams to ensure that products are shipped as per the customer’s requirements.

Inventory

• ­ Assist with inventory inquiries, check stock availability

Data Entry & Reporting

• ­ Maintain accurate customer records and order histories

Team Collaboration

• ­ Collaborate with the sales, logistics, and warehouse teams to ensure customer satisfaction.
• ­ Assist other departments when necessary, such as troubleshooting product-related issues or addressing customer concerns
• ­ Provide backup as needed

Skills & Qualifications

• ­ Strong communication and interpersonal skills
• ­ Excellent problem-solving and conflict-resolution abilities
• ­ Detail-oriented with a strong focus on accuracy
• ­ Ability to work in a fast-paced environment and manage multiple tasks
• ­ Basic understanding of food distribution processes and inventory management

Skills and Requirements

• ­ High school diploma or equivalent (required)
• ­ Previous customer service experience, preferably in food distribution, retail, or logistics.