Customer Service Representative

Title: Customer Service Representative

Department: Customer Experience & Support Services

PURPOSE:

Provide an excellent customer experience and maintain strong professional relationships with internal and external customers. The Customer Experience Rep is the primary reference point assisting with multimedia ordering devices and the UNFI Web. Assist customers nationally with order and claims processing, order status, and troubleshooting issues. Participate in sales and other customer communication events. Aid and assist in the deployment of new tools, system implementations and upgrades.

JOB RESPONSIBILITIES:

Assist customers with orders, claims and furnishes information on products.

Responsible for the entry of customer orders by order deadline that are received by phone, fax, electronically and/or email.

Responsible for assisting customers in the call queue.

Responsible for call card processing, order acknowledgements and exception management to prevent order errors.

Courteously and promptly resolves customer questions and problems or properly refers them to appropriate personnel.

Assist customers with general website questions.

Remain in compliance with established performance metrics that support the optimal customer experience.

Provide customers with basic pricing, discounts, billing and shipping information. Assists with outbound call campaigns provided from CC Logistics team. Research and resolve problems with orders and claims.

Populate data and participate in workflow processes within customer experience Relationship Management (CRM) or other equivalent system, Company business systems and other established department systems.

Support department leadership with dashboard statistics.

Completes related records, reports and documentation as assigned.

Work as assigned on customer surveys, sales for performance incentives (Spifs) and other call campaigns.

Resolve questions, requests, and problems promptly and courteously utilizing the company CRM or other equivalent system for issue tracking and resolution reporting.

Keep management informed of area activities and of any significant problems.

Perform other job duties as required.

JOB REQUIREMENTS:

Education/ Certifications:

Highschool Diploma

Experience:

0 -2 years customer service experience or other related business experience

Call Center experience preferred

Knowledge:

Willingness to acquire knowledge of company products and sales policies and procedures.

Skills/ Abilities:

Proficient in Microsoft Applications including Excel, Word and Outlook

Excellent communications skills, both verbal and written.

Able to work in a fast-paced environment.

Able to work independently as well as part of a team.

Flexible with the ability to adjust to change.

Attention to detail.

Ability to multitask to complete projects with multiple deadlines in an accurate and timely manner

Ability to type 40wpm+.

Baseline ability to 10-key by touch (industry standard minimum keystrokes requirement)

PHYSICAL ENVIRONMENT/ DEMANDS:

Some travel may be required

Most work is performed in a temperature-controlled office environment

Incumbent may sit for long periods of time at desk or computer terminal

While performing the duties of this job, the worker is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.

Incumbent may use calculators, keyboards, telephone and other office equipment in the course of normal workday

Stooping, bending, twisting and reaching may be required in completion of job duties