Customer Service Representative, Key Accounts

US-IL-Elgin
Job ID
2017-3946
Shift
First
Category
Customer Service/Support

Overview

The customer service representative manages order process from order receipt to delivery to the customer for their assigned customers and has ownership of the entire transaction as well as problem resolutions.

 

Duties and Responsibilities

  • Responsible for overseeing the order and return process from start to finish of assigned customers. Follows up on any internal delays as well as communication delays/problems/changes to brokers and/or customers.
  • Processes orders from both assigned customers and unassigned customers as needed as well as sets up new accounts.
  • Communicates with brokers, customers, and JBSS Business Managers on an ongoing basis to address questions, issues, or concerns on orders and Customer Service opportunities. Development of strong relationships with Business Managers and customers is essential to the success of this role.  In addition communication with cross functional team is required to full-fill customer orders.
  • Maintains special instructions on key accounts that have special handling as well as maintain updated customer profiles. Ensure this information is updated and current at all times. Actively pursues cross training your primary and secondary back-ups to ensure best in class customer service during peak season or when out of office occurs.
  • Processes returns, credits, re-bills, etc. for both assigned and unassigned customers as needed. Communicates with Traffic and Billing to help complete the process.
  • Assist team members: answers others’ phones when they are away from their desk; takes messages; processes their orders as needed.

 

Qualifications

  • CPG experience a must with a large established company
  • Extensive customer service experience, trained and knowledgeable with Order Management. Min 3 years or more
  • International experience a plus with Supply Chain logistics, custom documentation, and familiar with International terminology!
  • Analyze complex situations, provide recommendations, and find practical resolutions
  • Professional Maturity/ Strong Interpersonal skills – handles sensitive, confidential information with pose, stays calm and welcome positive and constructive feedback.
  • Advance Technical Skills Mainframe and all Microsoft applications.
  • Associate Degree – Business Related field.