Currently seeking a bilingual (English/Spanish) Customer Service Representative. In this role, you will be responsible for processing customer orders, providing exceptional customer service, and serving as the primary point of contact for our retail and distributor customers by communicating order confirmations, pricing, shipping dates, delivery delays, and other order-related information, while promptly and professionally addressing customer inquiries and complaints You will work closely with our Sales, Production, Distribution, and Warehouse teams to ensure orders are processed accurately and delivered on time.
The ideal candidate has excellent communication skills, strong attention to detail, and thrives in a fast-paced manufacturing environment.
Essential Duties & Responsibilities
1. Provide exceptional customer service to customers
2. Build and maintain positive customer relationships.
3. Receive and process customer orders via phone, email and/or fax.
4. Make daily outbound calls to customers to process next-day orders.
5. Process same-day will-call orders.
6. Monitor customer service voicemail throughout the day.
7. Provide information regarding La Canasta to customers.
8. Provide Sales Department with client information of any new Account inquiries.
9. Communicate with the Sales Department regarding customer needs and order status.
10. Email Final production/loading reports to production and distribution departments.
11. Handle customer inquiries, concerns, and complaints professionally and promptly.
12. Receive, Process, Confirm Pricing and Receipt for Distributor & Retail Purchase Orders via fax, e-mail, EDI.
13. Manage Inquiries from Distributor & Retail Buyers and Sales Reps.
14. Coordinate rush orders and revised purchase orders with the Production Scheduler.
15. Communicate/Coordinate Rush Order requests for out of state Distributor Accounts via UPS, Air Freight, FedEx with Warehouse Manager.
16. Communicate with Production, Shipping, and Purchasing regarding production schedules, dock appointments, and raw material requirements.
17. Perform other related duties as assigned by Department Manager.
18. Comply with all Good Manufacturing Practices (GMPs), Hazard Analysis and Risk-Based Preventive Controls (HARPC), food safety, and company policies.
19. Back up to Accounts Receivable.
20. Reports To: Customer Service Manager.
Qualifications Required
· High school diploma or equivalent.
· Bilingual in English and Spanish.
· Minimum of 1 year of customer service experience.
· Strong verbal and written communication skills.
· Excellent organizational and multitasking skills.
· Proficient in Microsoft Office (Outlook, Word, and Excel).
· Ability to work in a fast-paced environment while maintaining accuracy and attention to detail.
· Professional telephone etiquette and strong interpersonal skills.
Preferred
· Experience in food manufacturing or distribution.
· Experience working with ERP/order entry systems.
Physical Requirements
· Ability to sit for extended periods.
· Frequent use of a computer, keyboard, and telephone.
· Ability to occasionally lift up to 20 pounds.