Sr. Customer Service Representative

About the role

The Senior Customer Service Representative provides a full range of customer service support to various customers and departments. Leads, oversees, or participates in the more complex and difficult cases and performs data entry, processes paperwork, resolves pricing discrepancies, tracks shipments, and resolves other customer service functions as required. Supports CHG’s sales channels by utilizing supplier business tools, such as Retail Link and JDA, to meet and exceed customer expectations. Mentors junior team members and leads team meetings as needed.

Responsibilities

• Ensures delivery of excellent customer service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve inquiries.
• Assists Customer Service Representatives (CSR) with difficult cases.
• Applies critical thinking and problem-solving skills to assist customers with issues and escalates any unresolved problems.
• Processes manual customer orders and order changes by entering them into the computer. Verifies order accuracy and resolves any order discrepancies. Notifies the customer of any changes or shortages on the order.
• Processes paperwork pertaining to the order.
• Answers consumer inquiries by determining desired information; researching, locating, and providing information.
• Manages unique vendor-managed order/inventory/transportation systems as assigned.
• Reviews SAP reports daily and processes incomplete and blocked EDI orders.
• Mentors or gives direction to junior team members and provides training on best practices.
• Assists management in ensuring performance goals are met.
• Performs other duties including, but not limited to, processing customer complaints, processing donation requests, and maintaining customer records.

Requirements

• Minimum of a high school diploma or equivalent; a college degree is preferred.
• At least three years of customer service experience; five or more years are preferred.
• Previous experience in Food Manufacturing, Distribution, or Brokerage is a plus.

Skills

• Highly developed sense of integrity and commitment to customer satisfaction.
• Ability to independently perform the most difficult customer service duties.
• Knowledge and ability to understand basic operational, technical, and office processes.
• Experience using an order entry or ERP software; experience with SAP is preferred.
• Strong skills with Microsoft Outlook, Word, and Excel.
• Excellent listening and communication skills, with the ability to communicate professionally with associates and customers via phone, written correspondence, and face-to-face.
• Principles of business letter writing and report preparation.
• Skills to lead, organize, and review the work of assigned staff.

Working Conditions

• Light exposure to unusual elements, such as dirt, dust, fumes, extreme temperatures, humidity, darkness, and/or noise.
• Light exposure to physical risks, such as working around mechanical, chemical, and electrical hazards.
• Light physical effort required, including standing, sitting, walking, reaching, climbing, and kneeling as needed.
• Utilizes fine dexterity, the ability to see, hear, and communicate professionally with others.
• Personal protective equipment, as defined by C.H. Guenther and Sons, will be provided.

Pay

The salary range for this role is $25.04 - $41.93 per hour. Actual compensation may vary based on job-related knowledge, skills, experience, and geographic location.

Benefits

• Health and disability insurance
• Retirement savings options
• Flexible spending accounts
• Employee assistance programs
• Educational assistance
• Parental leave
• Paid time off
• Company-paid holidays