Customer Service Representative - Peachtree Foods

Peachtree Foods, (www.peachtreefoods.com) is the standard in delivering the highest quality, most reliable and attentive service, while pioneering inventive breakfast experiences to the hospitality and foodservice industries—always aspiring to enhance our customers’ brand and delight guests around the world. Everything we do is Beyond Expected. 

Our mission is built around three key points that inspire excellence in everything we do, and our commitment to that mission has driven us to become a leader in the hospitality and commercial foodservice space. 

• To challenge the common breakfast.  

• To create experiences with every new product we develop.  

• To deliver what is beyond expected.  

No matter a person’s role in our organisation, Peachtree Foods puts its people first by providing a safe and engaging atmosphere where team members can grow professionally and personally.  As employees of Peachtree Foods, we’re driven by a unifying goal: to build a company that we’re proud to be a part of by continuing to be the best at what we do.  We always strive to hire the best employees and empower our team-members to be driven and enabled to succeed.  

Position: Customer Service Representative - Atlanta 

Summary:
This role is pivotal in managing and supporting our portfolio of existing and newly onboarded customer accounts, with a keen focus on the hospitality sector. Responsibilities encompass the comprehensive onboarding of individual hotels, ensuring exceptional ongoing customer support, efficiently tracking and processing orders, and conducting product training and maintenance troubleshooting via phone. While the position is primarily phone-based, ensuring a high-touch, personalized experience, it strictly excludes cold-calling, as all outbound communications are directed towards our established clientele.   

Primary duties and responsibilities:

• Customer Relationship Management: Cultivate robust relationships with customers to foster a positive experience, ensuring high satisfaction and retention levels. 

• CRM and Data Management: Diligently record all customer interactions and maintain comprehensive profiles using Zoho CRM and SharePoint, ensuring data accuracy and accessibility. 

• Compliance and Consultation: Monitor customer product usage and ordering patterns to guarantee adherence to program requirements. Provide consultative support, including strategies and alternatives, to help customers meet or surpass these standards. 

• Order Management: Oversee the complete ordering cycle — from receiving orders, scheduling daily deliveries and pickups, to invoicing and providing shipment tracking. Ensure timely coordination with the warehouse for swift shipping and delivery. 

• Training and Support: Conduct initial product training for Food and Beverage (F&B) teams via phone or video calls. Offer troubleshooting and maintenance assistance, maintaining detailed case files in the CRM for each issue until resolution. 

• Equipment Logistics: Manage the logistics of equipment dispatch and return, ensuring accurate tracking and completion of the process. 

• Accounts Receivable Support: Aid in managing accounts receivable by proactively addressing overdue invoices, ensuring timely payments. 

Experience/Skills:

• 3-5 years in a customer service or order management role. Foodservice and/or hospitality industry experience is favourably considered 

• Strong phone presence, capable of dialing multiple outbound calls (40) per day  

• Ability to multi-task and prioritise your time efficiently & effectively 

• Capable of being part of a small, dynamic, and fast-growing team 

• Results oriented and the ability to develop creative solutions to problems 

• Excellent verbal and written communication skills 

• Functional knowledge of Microsoft Office 365 

• Experience working with CRM platforms (Zoho or similar) 

Compensation: 

• Base salary plus performance bonus 

• Healthcare, Dental, 401k 

• Competitive annual leave package 

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