Customer Service Representative

The Customer Service Representative will communicate product/service information and help resolve any emerging issues that our clients may face.   The Customer Service Representative will maintain high customer service, accuracy, and efficiency while maintaining customer satisfaction.  This position reports directly to the Customer Service Manager.

Core Responsibilities:

• Build and maintain business with an identified portfolio of customers in support of the sales team and division.
• Provide timely responses to customer emails, calls, and inquiries.
• Address customer concerns by effective listening, prompt responses, and necessary due diligence.
• Act as the primary point of contact for customers when the salesperson is unavailable.
• Provide customers with order status and availability for all items within the Honeyville portfolio.
• Maintain production log for key customers.
• Work with transportation, scheduling, production, quality, warehouse, and credit to ensure that customer orders are shipped out on time and in full.
• Update order ship dates as internal updates are made. Update customer as needed.
• Request work orders as needed.
• Arrange material shipments to and from 3^rd party service
• Support the salesperson with documentation requests and follow up with the appropriate department until completed.
• Answers calls from a specified group of customers and submits orders where appropriate.
• Develop relationships with key personnel in target accounts to build loyalty and open communication.
• Keep records of customer interactions, quotes, contracts, complaints, and contact information.
• Maintain contracts, open orders, and sales quotes.
• Schedule shipments/pickups via 3^rd party freight companies
• Access customer internal software systems to update as needed.

Additional Responsibilities:

• Helped train and develop new personnel, including training on computer systems, products, returns processes, and order status.
• Participate in a team environment:
  • Cover for coworkers as needed to distribute the workload evenly. 
  • Answer phones as necessary to ensure customer satisfaction and a team-goal atmosphere.
  • If requested by management and within appropriate HR guidelines, be flexible with work hours to help alleviate backlogs or completion of daily tasks/workload/reports.
  • The direct supervisor assigns other tasks.

Qualifications

• Ability to communicate effectively and tactfully through oral and written channels.
• Skill in organization, prioritization, and attention to detail.
• Working knowledge of Microsoft Word, Excel, and Outlook
• High School Diploma or GED required.
• Minimum of 1-2 years working in an administrative environment.
• Basic familiarity with Sage 100 and SAP is preferred but not required.
• Bilingual in Spanish preferred. 

Physical Demands & Work Environment:

Frequently required to sit; walk; use of hands to finger, handle, or feel; reach with hands and arms; talk; or hear. Specific vision abilities required by this job include close vision, distance vision, color, and depth vision. The noise level in the work environment is usually moderate. They may be exposed to allergens such as soy, wheat, tree nuts, milk/dairy, eggs, etc.

Equal Employment Opportunity Policy

Honeyville provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.