JOB DESCRIPTION

Summary/Objective- Maintains customer satisfaction by providing problem-solving resources.

Essential Functions

End consumers interaction
Manage inbound calls and emails in a timely manner
Interact with internal parties if further input is needed (etc. R&D, QC)
Refer unresolved consumer grievances to designated departments for further investigation.
Arranging replacement items or request for products to be sent back to us
Receiving, acknowledging, and processing orders for BTB Customers (including Branded, Private label, and international customers).
Conduct price checks and confirm price discounts upon receiving orders with account managers and communicate price discrepancies/product availability status with the customers.
Inputting orders
Handle communication with customers, including but not limited to:
Liaise with the warehouse team to provide shipping schedule of orders upon request.
Initiate investigation with the warehouse team if any shortage claims from customers.
Dispute chargebacks
Process credit memos if any invoice discrepancies.
New customer setup
Send credit applications to customers, acquire w9, communicate with accounting for customer setup
EDI setup (if applicable): Work with the customer and our IT team to have EDI set up to receive POs, carton labels, ASN, and invoice templates setup
Vendor Manual Guidance: Review and share information with internal parties – Shelf life, carton label template, pallet label requirements, routing/logistic-related information
New item setup
Internal: filling out IT forms, acquire UPC, follow up with Supply Chain on product spec, including case pack, pallet spec…etc
External: filling out new product forms, sending samples
Sales operation
Prepare samples for account managers (gather products, input into sage more steps now for accounting takes longer, following up with warehouse on status)
State registration to enable Branded products distribution to each States
Assist other sales related requests
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Competency

1. Exceptional attention to detail and accuracy

2. Customer Service Oriented

3. Excellent Communication Skills

4. Proficient in MS Office and ERP software experience

5. Excellent time management and organizational skills

Supervisory Responsibility

This position does not have supervisory responsibility.

Work Environment

While performing the duties of this job, the employee is frequently exposed to food scents, and some food allergens. Typical office environment and hours are usual for this position.

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.

The employee must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 40 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Position Type/Expected Hours of Work

Typical office hours are usual for this position.

Travel

None.

Required Education and Experience

Bachelor degree with 3-5 years’ experience in a customer service environment is required.

Preferred Education and Experience

Food manufacturing experience preferred but not required.

Additional Eligibility Qualifications

None

Work Authorization/Security Clearance

Must be authorized to work in the US.

Job Type: Full-time

Pay: $55,000.00 - $65,000.00 per year

Benefits:

401(k)
401(k) matching
Dental insurance
Flexible schedule
Health insurance
Paid time off
Vision insurance

Application Question(s):

Will you now or in the future require visa sponsorship?

Work Location: In person

NPIC

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