Customer Service Representative - Hybrid Role - Blommer Chocolate

• Position Title: Customer Service Representative
• Reports to: Customer Service Manager
• Location
  • Merchandise Mart, 222 Merchandise Mart Plaza, Chicago, IL
• Hybrid Role (3 days onsite - Tues, Weds, Thurs)

Builds and fosters relationships with our internal and external customers by providing prompt and accurate service to promote customer loyalty.Responsible for providing courteous, effective service to all internal and external customers through customer order management, timely and accurate communication, addressing inquiries, providing creative solutions, and effectively resolving concerns.

• Respond timely and professionally to our customers by telephone, e-mail or in person to answer inquiries, manage orders, or make adjustments to existing orders.
• Process customer orders daily according to standard operating procedures, confirming customer purchase order information, such as availability of product, quantity, and ship date.
• Manage customer orders by maintaining accurate records of orders and communicating appropriate information to the internal team.
• Validate changes are accurately entered into all required databases and communication in a timely manner to our internal team and external customer as required.
• Act as liaison between our internal and external customers to ensure customer expectations are met. Verify production of product, quality release, and shipping availability, confirm with customers and address any other requests.
• Suggest solutions and alternatives when we are not able to meet our customer requests.
• Maintain a balance between company policy and customer benefit in decision making. Handle issues in the best interest of both our customer and our company.
• Escalate unresolved customer issues to manager for further investigation and resolution.
• Manage customer complaints and returns, entering information into appropriate systems, communicate information to appropriate internal team for resolution, and follow up to ensure customer satisfaction.
• Continuously evaluate and identify opportunities to positively impact the customer experience.
• Operate within the core values of respect and care for others.

Note: The employer reserves the right to change or assign other duties to this position

• Associates degree or related field
• 2 to 5 plus years' experience in customer service, preferably within manufacturing environment with strong customer orientation
• Proficient with:
  • Microsoft Office Suite - including Excel, knowledgeable in developing and using spreadsheets.
  • Customer order management (SalesPad and SAP preferred)

Blommer Chocolate Company provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.