Customer Service Representative **Seasonal

About the role

The Customer Service Representative is the primary interface for distributors, sales, carriers and warehouses for shipping operations in North American market. Responsible for order to fulfillment process and customer relationships. Develops, implements and coordinates customer service programs and activities.

Responsibilities

• Communicates with sales team, carriers and warehouses via phone or email to manage distributor, special event and other orders
• Processes orders and ensures on-time delivery through network of warehouses and UPS/trucking companies
• Plans and arranges shipments
• Researches and resolves delivery issues to include issuance of credit or sending replacements
• Maintains good customer and 3rd party logistics relations
• Supports overall supply chain planning, sales operations and expansion projects
• Fills out contract forms, determines charges for service requested, enters customer standard updates
• Adjusts complaints concerning billing or service rendered, independently investigates and solves service issues
• Manages and approves logistics costs for 3rd party logistics providers
• Provides prompt, efficient and exceptional customer service
• Calls include inquiries on billing discrepancies, product inquires, order tracking, payment issues and other general inquiries
• Analyzes orders and enters orders that align with current stock availability as well as minimize cost
• Fills out contract forms, determines charges for service requested, enters customer standard updates
• Adjusts complaints concerning billing or service rendered, independently investigates and solves service issues
• Manages and approves logistics costs for 3rd party logistics providers
• Provides prompt, efficient and exceptional customer service
• Calls include inquiries on billing discrepancies, product inquires, order tracking, payment issues and other general inquiries
• Analyzes orders and enters orders that align with current stock availability as well as minimize cost
• Proactively and independently identify problems and quickly implement appropriate solutions

Qualifications

• Three or more years of industry experience to include Call Center, eCommerce or logistics
• Experience with Order Management systems, Oracle experience a plus
• Excellent problem solving skills
• Comfortable making important decisions independently or with little guidance
• Excellent communication and customer service skills
• Ability to handle multi-projects simultaneously
• High energy and performance level
• Working knowledge of Microsoft Office, especially Excel
• Bilingual (Spanish/English)
• Ability to maintain appearance and conduct suitable for a corporate environment
• Ability to work occasional evenings, weekends, and travel if necessary
• Ability to sit at a desk and use a computer for long periods of time with or without accommodation

Skills

• Excellent problem solving skills
• Excellent communication and customer service skills
• Ability to handle multi-projects simultaneously
• High energy and performance level
• Working knowledge of Microsoft Office, especially Excel
• Bilingual (Spanish/English)

Benefits

POM Wonderful offers competitive compensation and benefits including:

• $22.00 - $25.00 final compensation dependent upon skills & experience
• Comprehensive medical, vision, and dental plans
• 401(k) with match eligibility
• 24/7 online physician consultations
• Virtual mental health resources
• Life coaching
• Engaging employee community groups
• Cash rewards for healthy habits and fitness reimbursements
• Library of on-demand fitness videos

Pay

Final compensation will be dependent upon skills & experience. Range: $22.00 - $25.00 per hour.

Schedule

Occasional evenings, weekends, and travel if necessary.

Education & Experience

• GED or high school diploma
• One to two years previous customer service experience and/or academic background
• Training and experience that demonstrates the ability to perform the duties of the position