Job Title: Customer Service Representative
Reports To: Controller
Human Resources Approval:
Authorized by: HR
Summary: The purpose of this position is to deliver outstanding customer service to all Lecoq Cuisine customers by utilizing excellent, in-depth knowledge of company products. This position also functions as the focal point of contact by taking ownership of processing orders, addressing customer issues and handling any related tasks.
Essential Job Functions:
Ø Provides timely and accurate information to incoming customer order status and product knowledge requests.
Ø Processes customer orders according to established company policies and procedures.
Ø Works closely with the Finance Department to resolve disputed credit items.
Ø Evaluates incoming debits, investigates reasons cited, and coordinates with appropriate documentation.
Ø Generates correspondence to secure additional customer information and resolve customer disputes.
Ø Communicates courteously with customers by telephone and email.
Ø Provides timely feedback to the Company regarding service problems or customer concerns.
Ø Partners with sales reps and production staff to meet and exceed customer service expectations.
Ø Investigates and solves customers’ problems and issues.
Ø Maintains accurate records of discussion and correspondence with customers.
Ø Other duties as assigned.
Ø Enhance customer satisfaction by taking ultimate responsibility for all assigned customers.
Ø Enhance customer satisfaction by resolving questions/complaints in a timely manner.
Ø Assist in optimizing performance by improving communication with Production and Sales.
Ø Proactively troubleshoot issues in the area to reduce customer complaints and enhance customer satisfaction.
Ø 1 -3 years of related experience or any combination of education and experience as outlined.
Ø Knowledge of the food/baking industry a plus.
Ø Good Microsoft Office skills (i.e., Word, Excel, Powerpoint)
Ø Excellent communication and organizational skills.
o Clear, concise communicator both verbally and in writing
o Excellent listening skills
o Ability to handle irate customers and work successfully with all types of people
Ø Bilingual in Spanish/English a plus.
Ø Ability to work with others to achieve company and departmental objectives and goals.
o Team player
Ø Ability to multi-task and prioritize competing tasks on a daily basis.
Office environment. Moderate noise.
Standing, sitting, walking, talking or hearing