Customer Service Representative

Location

Norwich, CT | United States

Job description

As a vital member of our ice cream manufacturing company, the Customer Service Representative is responsible for providing outstanding customer service by managing order processes from initial contact through delivery. This role involves taking orders from customers via email and phone, verifying inventory, addressing shortages, and ensuring efficient order entry and fulfillment. Additionally, the Customer Service Representative will perform various traditional office duties to support our operations.

Key Responsibilities:

• Order Processing: Efficiently handle customer orders through email and phone. Ensure all orders are accurately recorded and entered into our ERP system.
• Inventory Verification: Check inventory levels in real-time to confirm product availability. Inform customers of any inventory shortages and suggest alternative options if necessary.
• Customer Communication: Maintain clear and proactive communication with customers regarding order status, product availability, and delivery schedules. Ensure all customer inquiries are promptly addressed.
• ERP Management: Accurately enter and manage customer orders in the company's ERP system. Ensure that all details are correct to prevent any discrepancies.
• Coordination with Warehouse: Collaborate with the warehouse team to communicate order details for picking and shipping. Ensure that orders are processed in accordance with customer requirements.
• Problem Resolution: Handle customer complaints and issues in a professional manner. Work towards a satisfactory resolution and maintain a positive customer relationship.
• Reporting: Keep detailed records of customer interactions, transactions, and feedback. Report any significant issues or trends to management.
• Office Duties: Perform traditional office tasks, such as filing, data entry, answering phones, and maintaining office supplies, to support overall business operations.

Requirements

• High school diploma or equivalent; a degree in a related field is a plus.
• Proven experience in a customer service role, preferably in the manufacturing or retail sector.
• Strong knowledge of customer service practices and principles.
• Excellent communication skills, both written and verbal.
• Proficiency in using ERP systems and MS Office Suite.
• Ability to multitask and manage time effectively.
• Detail-oriented with strong organizational skills.
• Ability to work independently and as part of a team.
• Strong problem-solving skills and ability to think quickly under pressure.

Benefits

Medical benefits and 401k plan offered

Job tags

Salary