Customer Service Representative

TundraFMP Mission Statement

We respond immediately to solve the needs of our customers, so that they can sustain and grow the relationships they have with theirs. …as measured by unparalleled service standards, ease of access, sense of trust, being a critical

resource of knowledge and information, having an incessant drive to have fun and the commitment to share.

Position Title: Customer Service Representative

Reports To: Customer Service Supervisor

Department: Customer Service

GOAL: Our mission is to provide exceptional service for our customers, mainly in the restaurant and food service industry. Provide professional, knowledgeable and timely Customer Service support and follow up by phone, email and chat resulting in high first contact resolution and Customer Satisfaction.

Position Summary:

The Customer Service Representative position will work cooperatively with sales to grow existing customers and exceed monthly sales quotas, while increasing customer satisfaction.

Essential Job functions: A sharply focused, entrepreneurial, highly ethical, and motivated Customer Service Representative who thrives in a fast paced environment. You’ll need exceptional listening and solution skills to support our national sales team and Operator Customers. You’ll engage directly with the customer via phone, email or chat.

• Provide professional, knowledgeable and timely Customer Service support and follow up by phone, email and chat resulting in high first contact resolution and Customer Satisfaction.
• Order entry could include orders for stock items, OAN items or custom orders.
• Utilize resources to complete product research and sourcing for both stock and non-stock items.
• Accurate and efficient order entry and note taking into AS400 and SX systems
• Provide Customers with helpful/educational information creating opportunities for upsells.
• Become proficient in searching company website and resources to respond to customer questions concerning products, accessories, promotional and program information.
• Open to learning new processes and quickly becoming proficient in new systems.
• Independent, organized and detailed in documenting customer contacts and profiles.
• Maintain appropriate time management and highest level of customer service and issue resolution.
• Goal oriented to meet/exceed performance targets, both Team and Individual.
• Prompt follow-up with customer (2 hrs. maximum)
• Process Returns as they are requested.
• Flexibility to work shifts, remotely or cover the RDC counter if needed
• Work through freight claims and do freight quotes as necessary.
• Participate in training initiatives.
• Provide warranty support to customers for OEMs that we represent.
• Create purchase orders for special order parts and coordinate with the Purchasing Department as required.
• Generate new and repeat sales by providing product and technical information in a timely manner.
• Increase sales and average order size by means of cross-selling, up-selling, add-on sales, and offering promotional sales items.
• Determine customer requirements and expectations in order to recommend specific products and solutions.
• Educate customers about terminology, features, and benefits of products in order to improve product related sales and customer satisfaction.
• Contact customers following sales to ensure ongoing customer satisfaction and resolve any complaints.
• Maintain customer files and note the system thoroughly.
• Accurately process customer transactions such as orders, quotes, and returns.
• Provide accurate information regarding availability of in-stock items.
• Monitor scheduled shipment dates to ensure timely delivery and expedite as needed.
• Inform management of errors with product, catalog and pricing information.
• Maintain assigned work areas and equipment.
• Assist co-workers whenever possible. Assist where needed including order entry, web order, returns etc. Order entry could include orders for stock items, OAN items or custom orders.
• Maintain confidentiality of customer and vendor information.
• Resolve customer complaints in a professional and courteous manner.
• Perform various other duties or projects as assigned by management.
• Attendance and the ability to follow your schedule is a must.
• Must be flexible to work overtime.
• Meet the metric standards.
• Maintain department QA and KPI levels
• Utilize resources to complete product research and sourcing for both stock and non-stock items.
• Accurate and efficient order entry and note taking into AS400 and SX systems
• Become proficient in searching company website and resources to respond to customer questions concerning products, accessories, promotional and program information.
• Cross-train on all Customer Service functions as you may be asked to cover for a co-worker when they enjoy their PTO time.
• Participate in training initiatives.

Job Skills and Requirements:

• Position requires individual to utilize a computer for long periods of time
• Position requires individual to work independently
• Ability to sit for long periods of time, typical shift is 8 hours.
• Ability and technology to work and connect through an ISP and VPN remotely.

(Employer provides the equipment. The employee would be responsible for the adequate internet connection)

• Open to learning new processes and quickly becoming proficient in new systems.
• Independent, organized and detailed in documenting customer contacts and profiles.
• Maintain appropriate time management and highest level of customer service and issue resolution.
• Goal oriented to meet/exceed performance targets, both Team and Individual.
• Demonstrate excellent customer service and good problem solving skills.
• Type 30wpm
• High School Diploma or Equivalent

Job Type: Full-time

Pay: $19.00 - $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance
• Work from home

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

COVID-19 considerations:
N/A

Experience:

• Call center: 1 year (Required)
• processing orders: 1 year (Required)

Work Location: Remote

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