Customer Service Representative
Reily Foods Company, Malden, MA, United States
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 retail store locations around the country.
Job Summary: Our Customer Service Representatives act 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
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.
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Job Summary: Our Customer Service Representatives act 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
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.
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