Customer Care Specialist – Norton, MA

New England Ice Cream Corporation; Norton (MA); Hybrid; USD 25,000 - 30,000; Full time

Job summary

New England Ice Cream Corporation is seeking a Customer Care Representative to support assigned accounts by handling inbound/outbound calls, processing orders, and resolving service issues. Working in a high-volume call center, you will partner with sales and operations to ensure accurate, timely service across territories.

The role emphasizes order accuracy, ERP/CRM entry, proactive communication, and maintaining strong customer relationships.

Qualifications

• 1-3 years of customer service or call center experience.
• Experience in food distribution or logistics is a plus.
• Strong written and verbal communication skills.

Responsibilities

• Handle high-volume inbound and outbound calls from customers
• Process orders and review for completeness and pricing accuracy
• Resolve service issues and coordinate with Operations, Logistics, and Sales
• Maintain accurate customer records and document interactions

Skills

Customer service

Communication skills

High-volume calls

Attention to detail

Order entry

Education

High school diploma

Tools

Excel

ERP/CRM systems

Job description

New England Ice Cream Corporation is a leading frozen dessert distributor serving customers throughout Massachusetts, Maine, New Hampshire, Vermont, and Connecticut. We are committed to operational excellence, strong customer relationships, and dependable service across all territories.

Position Summary

The Customer Care Representative (Account Support) is responsible for handling inbound and outbound customer interactions, processing orders, resolving service issues, and supporting assigned customer accounts.

This role operates in a high-volume call center environment and focuses on delivering consistent, accurate, and timely customer service while supporting sales and operational teams.

Key Responsibilities

• Handle high-volume inbound and outbound calls from customers
• Respond to customer inquiries related to orders, products, deliveries, and service issues
• Provide timely and professional resolution to customer concerns
• Maintain strong customer relationships through consistent communication

Order Management & Account Support

• Accurately enter and process customer orders in ERP/CRM systems
• Review orders for completeness, pricing accuracy, and product availability
• Make updates or corrections to orders as needed
• Support assigned accounts with routine requests and follow-ups
• Investigate and resolve delivery issues, shortages, and discrepancies
• Coordinate with Operations, Logistics, and Sales teams to resolve problems
• Escalate complex or recurring issues to leadership as appropriate
• Track and document all customer interactions and resolutions
• Support promotions, product launches, and seasonal programs
• Identify basic upsell or add-on opportunities during customer interactions
• Communicate product availability and alternatives when needed

Administrative & Reporting Tasks

• Maintain accurate customer records and account details
• Document call activity, issues, and resolutions in system tools
• Assist with reporting and data entry as needed
• Follow standard operating procedures and service guidelines

Education & Experience

• High school diploma or equivalent required
• 1-3 years of customer service, call center, or order entry experience preferred
• Experience in food distribution, wholesale, or logistics is a plus

Skills & Qualifications

• Strong customer service and communication skills
• Ability to handle high call volumes in a fast-paced environment
• Attention to detail and accuracy in order entry
• Basic problem-solving skills
• Strong organizational and time management abilities
• Proficiency in Microsoft Office (especially Excel)
• Experience with ERP/CRM systems preferred
• Call center / office-based role
• High-volume inbound and outbound call environment
• Fast-paced distribution business setting

Physical Demands

• Primarily sedentary work with extended time at a workstation
• Frequent phone and computer use
• Ability to sit for extended periods

Work Schedule

Full-time, non-exempt position
Schedule: Monday - Friday, 7:00 AM - 3:30 PM
Overtime may be required based on seasonal business needs

Competitive hourly compensation and benefits package. Overtime eligibility in accordance with applicable laws.

Additional Information

This job description reflects the general nature of the role and is not intended to be exhaustive. Responsibilities may evolve based on business needs.

Equal Employment Opportunity & At-Will Statement

New England Ice Cream Corporation is an Equal Opportunity Employer committed to fostering a diverse and inclusive workplace. Employment is at-will in accordance with applicable law.