Customer Experience Specialist

Gold Star Foods; Richmond (VA); On-site; USD 21,000 - 30,000; Full time

Job summary

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 teammates who make the difference!

The Customer Experience Specialist provides excellent customer service by processing orders, resolving issues, and communicating order status. You will build professional relationships with customers and manage multiple accounts in a fast-paced environment.

Qualifications

• High School Diploma or equivalent required.
• 2+ years of Customer Service experience required.
• Excellent verbal and written communication skills.
• Strong organizational skills and attention to detail.
• Proficient with Microsoft Office and NAV.

Responsibilities

• Process inbound orders and communicate order status to customers.
• Review accuracy of orders and input orders from various channels (fax, email, voicemail, online).
• Build and maintain professional, positive relationships with customers.
• Manage multiple assigned accounts.
• Meet deadlines including daily and seasonal targets.
• Notify customers of item availability and substitutions.
• Assist customers daily by phone and email to resolve issues.
• Coordinate with Inventory and Procurement on stock levels.

Skills

Verbal communication

Written communication

Organization & multitasking

Problem solving

Self-motivation

Prioritization

Customer service

MS Office

NAV

Education

High School Diploma or equivalent

Tools

MS Office

NAV

Job description

TITLE: Customer Experience Specialist

DIVISION: Customer Experience

REPORTS TO: Customer Experience Director

FLSA CLASSIFICATION: Non-Exempt/Hourly

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 teammates who make the difference!

Position Overview

The Customer Experience Specialist provides excellent customer service by completing and processing orders. The Customer Experience Account Specialist also finds solutions to order issues and communicating the transit of orders.

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.

Required Skills

• 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, and structured.
• Skill in establishing and maintaining effective working relationships.
• Customer Service focus and excellent phone skills.
• Proficient in Microsoft office and NAV.
• Establish priorities and make decisions.

Education/Experience

• High School Diploma or equivalent required.
• 2 years+ of Customer Service experience required.

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.

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. 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 to 25 pounds on occasion.

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 teammate cannot perform these duties, the Manager will determine who shall perform these duties.

Affirmative Action Statement

Applicants must be currently authorized to work in the United States. We are proud to be an Equal Opportunity and Aff…