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
