Customer Service Representative

WORK SHIFT:

JOB DESCRIPTION:

Provide excellent service to our customers utilizing phone, email, and live chat. Demonstrate initiative and use of good customer service skills to provide excellent customer support on every interaction.

ESSENTIAL JOB FUNCTIONS

• Professionally answer customer calls, emails and chat requests regarding orders, inquires and problems/complaints.

• Ability to handle a high volume of calls and emails per day with a positive demeanor, exceeding customer's expectation on each interaction.

• Proactively respond to customer questions regarding products and/or their order in an efficient and accurate manner; answer technical questions and offer general information for end users.

• Resolve customer issues with regard to product availability, tracking/delivery expectations, freight damage, product shortages or other issues in a timely manner.

• Utilize our CRM Salesforce Service Cloud to manage customer interactions, ensuring transparent communication on customer issues with team members.

• As a customer service representative, you are a brand ambassador for Cambro, and must be able to professionally represent the brand in all communications with customers.

• Ability to be empathetic, positive and upbeat in all written and verbal communications; excellent grammar and punctuation required.

• Solicit new or additional products when appropriate and offer customers options available to meet their needs.

• Assist customers with returned goods; process return authorizations.

• Work collaboratively with internal departments including production, sales, accounting, shipping, warehousing, and logistics.

• Understand basic freight terms (3rd party, collect, prepaid, etc.). Investigate missing or delayed shipments.

• Manage administrative duties and reports to support our team and customers.

• Manage key customer accounts via web portals

• Maintain reliable and consistent attendance, including being punctual, and dependable in order to meet the needs of the department and the organization.

• Execute each essential duty satisfactorily in order to perform job successfully.

• Follows all safety procedures required in work area, wears PPE as needed, attends all safety meetings, and reports safety issues regarding equipment or unsafe/hazardous conditions.

• Performs effectively as a team member, able to work well with others, open to receive and give feedback, and treats everyone with respect.

• Takes ownership of own work and behavior, accepts accountability for own actions, encourages solutions, and communicates status of work/projects.

• Follow all department quality standards/criteria. Raise concerns and issues to immediate manager.

• Able to understand and demonstrate Cambro company culture, display company core values (Safety, Quality, Respect, and Service).

• Understands department's key performance indicators and contributes to achieve these goals both individually and as a team.

• Other duties as needed or required.

ADDITIONAL RESPONSIBILITIES

• Other duties as assigned

• Must be able to work overtime as needed, remain flexible and open to possible schedule changes in order to meet business needs.

REQUIRED QUALIFICATIONS

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.

• High school diploma or equivalent and a minimum of 2-5 years of customer service support.

• To perform this job successfully, an individual must be able to work with management, customers and distributors, and requires a complete focus on customer service.

• Basic computer skills including Microsoft Outlook, Word and Excel.

• Knowledge of customer service software and CRM experience required; Salesforce.com Service Cloud experience preferred.

• Excellent communication skills, both written and verbal.

• Ability to multi task and perform duties in a fast-paced environment

• Excellent listening and problem-solving skills

• Ability to adapt to change and embrace new processes and technologies.

PREFERRED QUALIFICATIONS

• Customer Service background in Manufacturing or Foodservice Preferred.

• Multi-Lingual highly desirable.

• AS400 experience helpful.

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.

Walking, standing, bending at the neck, bending at the waist, twisting at the neck and waist, repetitive use of hands, simple grasping, power grasping, fine manipulation, pushing and pulling, reaching above and below the shoulder, carrying/lifting up to 11-25 lbs.

PPE REQUIREMENTS

• Safety glasses

• Face covering (mask) in accordance with company policy.

COMPENSATION RANGE:

Salary may vary based on experience.

CAMBRO is proud to be an equal-opportunity workplace. All qualified applicants will receive consideration for employment without regard to and will not be discriminated against based upon race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic information, military or veteran status, or other characteristics protected by law.