DESCRIPTION OF EMPLOYER:
Founded in 1901, Feeser’s, Inc. is a family owned and operated full-line foodservice distributor located in Harrisburg, PA servicing the Mid-Atlantic region. Feeser’s provides an expansive offering of dry, refrigerated, and frozen products to a diverse customer base comprised of restaurants, healthcare facilities, educational facilities, and other institutions.
SUMMARY:
The Customer Service Representative is the first point of contact for customers. You will create an exceptional, personalized service experience for the customer. As a CSR, you will be responsible for answering and responding to customer inquiries in a prompt and proficient manner. Data entry is an important function of this position, so attention to detail, time management and organization are imperative to input orders, submit request forms and take on other basic data entry needs.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Supply positive, fast, and complete support resolutions to customers via various access channels such as telephone, voicemail, email, Microsoft Teams, and online chat.
- Supply support to both the sales team and customers
- Communicate effectively and exercise sound judgement when interacting with customers
- Excellent attention to detail and the ability to proactively solve issues for the customer
- Answer all incoming concerns/needs from all customers
- Handle transportation/routing on delivery questions
- Process orders for customer pick-up
- Provide customers with invoice copies upon request
- Process credits requests
- Understand contract accounts
- Work regularly with a Customer Relationship Management Program (CRM)
- Monitor orders before the cut-off time for next day delivery
- Communicate regularly with your assigned sales representatives and customers
- Perform other duties as directed by your supervisor
- Know the product catalog in order to assist customers with product suggestions and alternatives
- Communicate problems with the proper internal departments
- Maintain accurate records of autoships, regular orders and special orders
SKILLS REQUIRED:
- Ability to quickly find and resolve customer inquiries
- Dependable and punctual time management skills
- Strong writing and math skills with attention to detail
- Empathy and the ability to take initiative for the customer
- Strong problem-solving skills with the ability to creatively resolve tricky situations
- Ability to work in a fast-paced environment, subject to rapid change and uncertainty
- Capability to type at minimum, 40 WPM
- Strong telephone and digital communication skills
- Ability to sit and work at a PC for extended periods
- Proficient in Microsoft Office
QUALIFICATIONS & EXPERIENCE:
- High school diploma or equivalent required, Associates degree or equivalent preferred
- 2+ years' experience in customer service support
- 2+ years’ food service experience
Feeser's Food Distributors is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. All employment decisions are based on qualifications, merit, and business needs.
