Customer Service Representative

Job Summary

The role works to provide support for sales, addressing inquiries and resolving concerns, generally providing a high level of customer support. This role supports the execution of orders from inception of contracts through final product and documentation distribution.It is the responsibility of this role to engage with the external customers to provide the needed support and communication while maintaining quality customer relations within the organization to include planning, sales teams, and logistics personnel. Must have the ability to get along with co-workers, management personnel, customers, vendors, and employees in accordance with the company policies and working rules while ensuring a harmonious and conducive work environment.

Essential Functions

• Create contract confirmations, Proforma invoices, or any other documents required to execute a contract.
• Process all contracts and Sales Orders for related shipments for small to medium volume domestic and export customers.
• Communicate any changes to customers and appropriate parties (I.e., production, plant, sales etc.)
• Allocate product to orders.
• Review purchase orders, shipping instructions and any associated templates received from customer or sales and obtain any missing/necessary information.
• Create and process documentation for each contracted shipment (i.e., Necessary Government certificates)
• Scan, make copies and prepare courier packages to send documents to customers.
• File AES through ACE Secure Data Portal for necessary contracts (U.S. Customs and Border Protection).
• Print, sign, stamp and send out documentation to customers as necessary.
• Partner with designated team member to review drafted LC for compliance.
• Prepare documentation to LC guidelines to present to the bank for payment.
• Prepare and review shipping instruction details for necessary documents.
• Review Ocean BOL’s for vessel shipments as necessary
• Handle dispatching of load to appropriate carriers
• Request Rate for spot loads with Logistics Coordinator as needed.
• Review shipping logs from carriers to confirm loads are shipped accordingly.
• Provide weekly contract/shipment status updates to assigned customer contracts.
• Share and communicate booking information with customers. Address any concerns that may arise regarding shipping information with the Logistics Team.
• Ensure that pricing information is captured accurately on all contracts that are processed.
• Prepare credits and/or rebills as necessary for (i.e. split shipments, damage bags etc.)
• Assist in gathering information for Technical Services Team on claims, damages or credits.
• Partner with Technical Services team to process customer complaints.
• Promptly manage all customer communications, including issues and complaints, by responding to emails within 24 hours of receipt and answering phone calls in a timely manner.
• Work with accounting team regarding prepayments of shipments.
• Other job duties assigned.

Supervisory Responsibilities

This position has no supervisory responsibilities.

Education and/or Experience

• High School diploma/GED or higher
• 2 or more years of experience in customer service, ideally within small to medium-sized food industry businesses.

Qualifications

• Excellent computer skills with working knowledge of Excel, Word, Outlook and Navision programs
• Proficiency in operation of 10 Key Calculator
• Ability to effectively utilize all suitable forms of communication skills.
• Ability to problem solve, while thinking collaboratively
• Strong data entry skills and attention to detail
• Ability to prioritize work and multitask.

Language Skills

English is required as the spoken language but prefer bilingual Spanish and English. A well-modulated tonal volume is required with excellent dictation skills needed. This job may require frequent communication with personnel, customers and regulatory representatives.

Physical Requirements

• Sitting/Standing/Walking: Sits frequently to answer calls, complete schedules/reports, fill out paperwork, answer emails, etc.
• Lifting/Carrying: The employee may lift up to 25 pounds on a frequent basis and 65 pounds on an occasional basis.
• Pushing/Pulling: Some pushing or pulling is required on an occasional basis.
• Bending/Stooping: Bends and stoops on an occasional basis.
• Squatting/Kneeling/Crawling: May squat or kneel on an occasional basis.
• Twisting/Turning: minimal.
• Climbing/Balancing: May go up and down stairs and/or ladder on an occasional basis.
• Reaching: Reaches at or above shoulder level on an occasional basis.
• Grasping/Manipulating: Grasping and manipulating of papers, objects, and equipment will be required. Ability to use calculator and keyboard for data input will be required on an ongoing basis.

Traveling: Extended working hours and some domestic traveling.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The work is performed in an office environment.

ADA/FEHA

The Company will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990 and California’s Fair Employment and Housing Act.

EEO

The Company is an equal employment opportunity employer.

This job description will be updated if duties and responsibilities change significantly. Job functions are subject to modification based on business necessity.