Sr. Customer Service Representative

Responsibilities

* Responsible for managing a territory with an account base of 1000+ various account types

* Shadow and coach the members of the Customer Service Team to help with time and territory management

* Field-based position managing customers' inquiries and visiting restaurants to assess the quality of our products and ensure handling procedures are in place

* Visit restaurants daily to ensure the quality of our products meet standards

* Provide accurate feedback and reports on observations during the restaurant visits following internal format

* Complete and participate in all projects and field surveys

* Manage assigned territory and travels effectively

* Introducing customers to new products

* Provide training for the utilization of the products, and to maintain quality standards at the restaurant level

* Develop and maintain customer relationships through restaurant visits, training, phone calls, and e-mails

* Resolve customer issues daily in a fast and effective manner

* Serve as a liaison between customers, multiple distribution centers, several production locations, and corporate office: offering information and conflict resolutions to resolve customer and business issues daily

* Deliver presentations to customers that outline Northeast Foods products, services, and on-going initiatives

* Conduct restaurants visits with energy and represent Northeast Foods in a professional manner

* Exhibit and represent the company at national and local conferences and different events

* Create, prepare, test, and launch training materials and working tools

* Establish productive and professional relationships with key personnel in assigned customer accounts

* Coordinate the involvement of company personnel, including support, service, and management resources, to meet account performance objectives and customers' expectations

* Proactively assesses, clarifies, and validates customer needs on an ongoing basis

* Leads solution development efforts that best address customer needs, while coordinating the involvement of all necessary company personnel.

Qualifications

* Bachelor's degree in Marketing, Communications, Business or related field is preferred

* Minimum seven-years' experience preferred in business development, customer care, customer support, customer retention, and distribution

* Restaurant related experience, fast food preferred

* Strong sense of urgency and problem-solving skills

* Excellent written and oral communication skills

* Strong organization skills including attention to detail, establishing priorities and meeting deadlines

* Excellent computer skills and knowledge of Microsoft software including Outlook, Excel, PowerPoint, SharePoint, and Word

* Ability to communicate effectively, both orally and in writing

* Ability to gather and analyze data, compile information, and prepare accurate reports

* Ability to use independent judgment

* Team player attitude

* Leadership aptitude

* Ability to maintain an important level of confidentiality

* Must be available to work and travel on weekends and holidays

* Must always maintain a good driving record and a valid driver's license

* Must be able to pass a drug and background screening

Traveling Required:

This position requires driving to and from client sites and frequent weekly overnight travel. The Senior Customer Service Representative must always maintain a valid driver's license and good driving record; this is mandatory to hold this position.