We are conducting a search for a motivated Customer Service Representative to join a sales team in Northvale, NJ. Experience in supporting a sales team and fluency in Spanish is a plus.
The work schedule is Monday through Friday, from 7:00 AM to 3:30 PM or 8:00 AM to 4:30 PM, with occasional overtime as needed.
You will act as a liaison, provide product/service information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. The CSR is expected to work in the office and occasional presence on the production floorand minimal travel to various sales and marketing events to facilitate and assist with the set up to promote the company’s products. The Customer Service Representative primarily supports all aspects of customer service, including managing incoming calls, emails, orders/changes/returns, billing (payables/receivables) and supports all EDI operations, including mapping and configuration of new clients/customers. This is an integrated role with dual reporting into Customer Service Manager and Accounts Payable Manager.
What You'll Do:
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Process and entering customer orders/changes/returns and confirmations according to established department policies and procedures.
• Direct contact for smaller-scale customers delegated by CSR Manager.
• Prepare and create invoices for all orders and send to customers and follow special invoice instructions and procedures for larger national clients/customers.
• Direct customer service support contact for all smaller customers, entering orders, pick list, and invoicing per the schedule and step-by-step instructions provided by CSR manager.
• Create a Bill of Ladings, and carefully handle special procedures for Bioterrorism.
• Maintain customer data specifications in ERP System, Made2Manages.
• Create Standard Operating Procedure documents as new tasks are learned.
• Collaborate with shipping and logistics departments to ensure completion of orders and confirm Bill of Ladings and ensure timely delivery, schedule pickups and drop-offs.
• Review FedEx Statements and sending to A/P Manager, printing Fedex labels as needed.
• Timely respond to all customer service inquiries and provide high-quality service to exceed customers’ expectations. Escalate issues as needed to CSR manager.
• Respond to calls, man the reception area, and attend/greet visitors in accordance with policies.
• Provide occasional sales and marketing support, including creating marketing materials for food shows/events, assisting and facilitating meetings as needed.
• Sufficient working knowledge of our distributor portals, pricing, marketing, and best practices for collection methods.
• Troubleshoot and investigate customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Collaborates with shipping and warehouse teams for advanced issues
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers
• Cross train and develop others in the department.
• Assist on various projects/tasks as needed.
What You'll Bring:
• Ability to multi-task, prioritize, and manage time effectively
• Personable and attentive.
• Strong interpersonal skills.
• Excellent written and verbal communication skills and email etiquette in English a must
• Strong general computer skills and the ability to learn company-specific software and other new applications, as necessary.
• 40+ hour work week, Monday to Friday.
• Fluent in Spanish a Plus.