Customer Service Representative

Customer Service position receiving and logging customer orders and service calls for dispatching to responsible company departments. Provides assistance in an efficient, professional, and friendly manner via phone, email, and company ERP system.

Essential duties and responsibilities include the following. Other duties may be assigned:

• Speaks with customers by phone or email, receiving orders for coffee and allied products, service on equipment, installation of equipment, logs sales leads for districts, and direct general incoming communication to the correct department.
• CSR is responsible to process orders on a daily basis for the Route Salesman. Do product transfers and miscellaneous research as requested. Communicate with Warehouse and/or Production for produced item needs.
• Record service calls and forwards to the Service Manager to be dispatched. Record in Business Activities and send emails.
• Help customers within brand programs to keep to their order guides and suggest from their approved items.
• Log incoming customer concerns and document any issues related to food safety and quality for follow up by the SQF department.
• Customer Service Representatives train on and adhere to the company's food safety objectives, working to uphold Cadillac Coffee Company's food safety and quality system.

Requirements

Supervisory responsibilities: None.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or experience: Associate's degree (A. A.) or equivalent from two-year College or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience. Computer experience necessary.

Skills/abilities

Ability to thrive in a fast-paced working environment and multitask. Superb time management and organizational skills, teamwork skills.

Ability to read and interpret documents such as safety rules, food safety operating procedures, and procedure manuals.

Coverage

This position is backed up by the Customer Service Representative and Customer Service Manager. This position backs up other Customer Service Representatives and cross-trains to back up duties of the Customer Service Manager.

Language skills

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to effectively communicate in a professional manner with both customers and fellow employees. Ability to create reports and correspondence.

Mathematical skills

Ability to calculate figures and amounts such as discounts, percentages, and tax.

Reasoning ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Physical demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel objects, tools, or controls; and talk or hear. The employee is occasionally required to stand or walk. The employee must regularly lift and/or move up to 10 pounds, occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.

Work environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position is in an office setting with moderate noise level.

Location: Troy, MI