Customer Service Representative

Reily-Foods-Company; Edgeworth (MA); On-site; USD 23,000 - 30,000; Full time

Benefits offered by this job

Health insurance

Paid holidays

Paid vacation and sick time

401(k) retirement plan with company-m

Employee Assistance Program (EAP)

Disability insurance

Life Insurance

Job summary

New England Coffee, located in Malden, MA, seeks a Customer Service Representative to enter orders, provide status updates, and resolve inquiries with integrity. This full-time role involves a high-volume, fast-paced environment requiring teamwork and strong communication skills.

Responsibilities include handling shipments, managing returns, and maintaining excellent customer relations while adhering to GMP and safety standards. Monday–Friday, 7:00am–3:30pm in-person position.

Qualifications

• High School Diploma or GED required.
• Experience in customer service preferred.
• Strong communication and problem-solving skills.

Responsibilities

• Enter customer orders and invoices accurately.
• Provide order status updates and respond to inquiries.
• Handle high-volume calls with professional service.
• Coordinate order fulfillment and expedite shipments when needed.
• Collaborate with sales and field staff to support customers.
• Report shortages and manage returns promptly.
• Adhere to safety procedures and GMP requirements.

Skills

Superior customer service

Phone and email etiquette

Proactive and collaborative

Empathy and patience

MS Office proficiency

Excellent organizational skills

Education

High School Diploma/GED

Tools

MS Office

EDI experience

Job description

New England Coffee is one of the largest independent Coffee Roasters in the Northeast. Located in Malden, MA, we not only service our community with the best coffee around, but our coffee can be found in both restaurants and retail store locations around the country.Monday-Friday from 7:00am-3:30pmJob Summary: Our Customer Service Representatives act as a liaison between the Company and our customer base. This person must be knowledgeable of our product lines and will be responsible for entering customer orders, providing status updates and responding to customer inquiries and issues with a high level of integrity. The high-volume nature of this position will require a strong sense of urgency and the ability to make timely decisions with moderate supervision. Our Customer Service Department works together as a team to support each other, our sales staff and, most importantly, our customers.Responsibilities:Possesses a complete understanding of the various brand and item configurations offered by New England Coffee, including coffee, tea, and other related productsManages a high volume of customer calls ensuring a quality, positive experience by providing friendly, professional serviceFosters strong customer relationships by proactively contacting customers daily to ensure timely execution of order fulfillment, communicating the status of orders, and developing an in-depth understanding of our customers’ expectationsProcesses all customer orders and invoices timely and accuratelyHandles shipments, expedited orders and returns with a sense of urgencyResponds timely to customer inquiries and resolves issues and concerns promptly while keeping customer retention a priorityProactively reports shortages and out-of-stock items internally and to customersCollaborates and communicates with team members and field sales representatives on a regular basis to provide exceptional support to our customers and minimize errorsEscalates customer issues appropriately to Customer Service Manager and maintains responsibility for follow-through to ensure satisfactory resolutionFollows all safety procedures and actively participates in safety training and safety system ownership initiativesMaintains safe and efficient use of equipment, tools, and person; reports any injury, accident, or unsafe condition to supervisor immediatelySupports and complies with GMP’s; understands and follows emergency action planSupports food safety, quality, and legalityEnsures the operation is providing food-safe, quality products which meet or exceed all product specifications and regulatory requirementsOther duties as assignedWe offer a comprehensive and thoughtfully designed benefits package that supports the well-being, financial security, and work-life balance of our employees.10 Paid Company HolidaysGenerous Paid Vacation & Sick TimeComprehensive, Affordable Medical, Dental & Vision Coverage for you and your familyHealth Savings Account (HSA) with company contributionsFlexible Spending Accounts (FSA) & Dependent Care FSA (DCFSA)401(k) Retirement Plan with company match and discretionary profit sharingEmployee Assistance Program (EAP) and financial wellness resourcesCompany‑Paid DisabilityCompany‑Paid Life Insurance equal to 3× annual compensationAnd more benefits designed to support your health, wealth, and well‑beingTogether, these benefits reflect our commitment to caring for our employees both inside and outside the workplace.QualificationsHigh School Diploma/GED2-5+ years of customer service experienceSuperior customer service and listening skills with the ability to handle difficult situations with poise and tactProactive with the ability to work independently and in a team environmentProfessional telephone and email etiquetteDisplays empathy, understanding, and patience with customers and employeesStrong computer skills with proficiency in MS Office ProgramsElectronic Data Interchange (EDI) experience a plusExcellent organizational skills with the ability to work in a fast-paced environment under pressurePositive, upbeat and goal drivenReily Foods Company is an equal opportunity employer, Minorities/Females/Disability/Protected Veteran/Sexual Orientation/Gender Identity.