Under supervision, the Customer Service Representative (CSR) serves as a primary contact for customers and consumers ensuring a positive experience by addressing inquiries, resolving issues, and providing information about our products. Follow customer service policies and procedures to ensure consistent customer service and satisfaction. Perform all aspects of processing orders, troubleshoots and resolve routine and non-routine customer complaints. Resolves major problems with orders, delivery dates and/or service with the assistance of Customer Service Team Lead.
General Overall Duties
Some of the duties of this position are those described below. This job description does not state or imply that the duties listed are the only duties and responsibilities assigned to this position. Employees holding this position will be required to perform any other job-related duties as requested by management.
- Process all purchase orders and confirmations for all customers, ensuring timely and accurate handling. Communicates all outbound customer shipping needs with the Logistics Department. Develop and maintain a strong relationship with customer base and, when needed, solve customer service issues. The Customer Base is defined as internal and external customers. For example, internal customers are, but not limited to, Del Real Foods Departments. While external customers are, but not limited to brokers, purchasing agents at the distributors, receiving managers at the distribution centers and buyers at the customer corporate level.
- Maintain regular communication with Sales Department, Account Receivables, Brokers, Customers, Production Scheduling, Customer Accounting, R&D, Quality Assurance, and warehouse shipping team.
- Processes customer and consumer complaints from start to finish and collaborate with QA and Sales team to respond appropriately to customers complaints. Maintain and update complaint database accurately.
- Respond to consumer inquiries promptly and professionally.
- Address consumer inquiries and send follow-up correspondence as needed.
- Track all complaints and provide QA Department information in a timely manner.
- Maintain our Global Data Synchronization Network (GSDN) through Syndigo, 1 World Sync and customer portals ensuring that information on our existing products and new products is accurate and up to date.
- Other duties include preparing various management reports.
Specific Skills and Abilities
- Knowledge of Microsoft Dynamics AX System for processing orders.
- Knowledge of GDSN, Syndigo, 1 Worlds Sync, and Customer Portal process.
- Strong PC software application knowledge using Excel, Word, Access, PowerPoint and the Internet.
- Must be extremely detail oriented and proficient at basic mathematics.
- Must possess the ability to manage multiple tasks simultaneously.
- Applicants must work well within a team environment.
- Ability to learn new programs, policies and procedures.
- Must be able to handle confidential information.
Education/Experience
High School Diploma/a college degree is a plus or any additional education or certifications in customer service field.
Minimum 3 years’ experience on the field (Food Industry is a plus)
Bilingual in Spanish (is a plus)
