Customer Experience Specialist

Gold Star Foods; Richmond (VA); On-site; USD 42,000 - 56,000; Full time

Job summary

Gold Star Foods in Richmond, VA seeks a Customer Experience Specialist to deliver excellent service by processing orders, resolving issues, and guiding orders from dock to customer.

You will multitask in a friendly, team-oriented environment, maintain accurate order records, and communicate with customers by phone and email while coordinating with Inventory and Procurement to keep stock flowing.

Qualifications

• Excellent skill in both verbal and written communication.
• Strong organizational skills, great multi-tasker, attention to detail.
• Not afraid to resolve customer issues.
• Thrives in an independent work environment, self-motivated & structured.
• Skill in establishing and maintaining effective working relationships.
• Customer service focus/excellent phone skills.
• Proficient in Microsoft Office, NAV
• Establish priorities and make decisions.

Responsibilities

• Process inbound orders, communicate order status to customers.
• Review accuracy of incoming and outgoing orders, collect and input orders submitted via fax, email, voicemail, or on-line order entry transmission.
• Build and maintain professional, positive, proactive relationships with customers.
• Manage multiple assigned accounts.
• Able to meet deadlines including department daily deadlines and seasonal deadlines.
• Inform customers of items availability per regular ordering process offering a solution with a substitution including specs while accommodating serving size.
• Assist customers daily via telephone and email to provide customer service and resolve problems.
• Work with Inventory and Procurement to notify when low stock or out of stock issues at the warehouse level.

Skills

Verbal & written communication

Organizational skills

Multi-tasking

Customer issue resolution

Independent work style

Relationship building

Phone skills

Microsoft Office

NAV

Prioritization

Education

High school diploma or equivalent

Tools

NAV

Job description

TITLE: Customer Experience Specialist

DIVISION: Customer Experience

REPORTS TO: Customer Experience, Director

FLSA CLASSIFICATION: Non-Exempt

Gold Star Foods is the leading food distributor to K-12 schools in the United States. We are a company devoted to providing our customers with incredible customer service. We know that it is our employees who make the difference! Join our team and find out what it is like to work somewhere where you enjoy getting up for work every day!

Position Overview

The Customer Experience Specialist provides excellent customer service by completing and processing orders, finding solutions to order issues, and communicating the transit of orders from our dock to theirs. You are a multitasker, organized and have an easy going, professional, get it done attitude. You are structured and independent within a fun and supportive team environment.

Principle Responsibilities

Process inbound orders, communicate order status to customers.Review accuracy of incoming and outgoing orders, collect and input orders submitted via fax, email, voicemail, or on-line order entry transmission.Build and maintain professional, positive, proactive relationships with customers.Manage multiple assigned accounts.Able to meet deadlines including department daily deadlines and seasonal deadlines.Inform customers of items availability per regular ordering process offering a solution with a substitution including specs while accommodating serving size.Assist customers daily via telephone and email to provide customer service and resolve problems.Work with Inventory and Procurement to notify when low stock or out of stock issues at the warehouse level. KEY FUNCTIONAL RELATIONSHIPS WITHIN THE ORGANIZATION:

ProcurementLogisticsInventorySalesREQUIRED SKILLS

Excellent skill in both verbal and written communicationStrong organizational skills, great multi-tasker, attention to detail Not afraid to resolve customer issues.Thrives in an independent work environment, self-motivated& structured.Skill in establishing and maintaining effective working relationships.Customer service focus/excellent phone skillsProficient in Microsoft office, NAVEstablish priorities and make decisions.

Education / Experience

2 years+ of Customer Service experience required.High school diploma or equivalent

Working Conditions and Physical Demands

Professional office environment. Primary office environment is ambient room temperatures, lighting and traditional office equipment as found in a typical office environment. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Individuals may need to sit or stand as needed. May require walking primarily on a level surface for periods throughout the day. Reaching above shoulder heights, below the waist, or lifting as required to file documents or store materials throughout the workday. Proper lifting techniques are required. May include lifting up to 25 pounds on occasion.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

EOE M/W/Vet/Disabled

The above duties and responsibilities are essential job functions subject to reasonable accommodation. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. This job description is not to be construed as an exhaustive statement of duties, responsibilities or requirements as the employee may be required to perform any other duties as assigned. In the event of an absence where the Buyer cannot perform these duties, the Manager will determine who shall perform these duties.

Applicants must be currently authorized to work in the United States. We are proud to be an Equal Opportunity and Affluent Action employer, and consider qualified applicants without regard to race, color, creed, religion, ancestry, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factor under federal, state or local law.

I have read and understand that the performance standards outlined above will be used as the basis for minimum job performance evaluation.