Customer Service Representative

REI Employment Company; United States; On-site; USD 60,000 - 90,000; Full time

Job summary

REI Employment Company seeks a proactive Customer Success Coordinator to oversee service for top accounts, coordinate orders, and advise on product solutions. You will manage CRM activities, maintain data integrity, and drive customer satisfaction while collaborating with supply chain, R&D, QA, and sales teams.

You will educate customers about product benefits, present price terms, and build lasting relationships in a fast-paced environment.

Qualifications

• Creative thinking for solutions to problems.
• Ability to read, understand and effectively communicate information in writing and speech.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Attention to detail and multi-tasking ability.
• Public relations skills and collaboration across levels.

Responsibilities

• Coordinates all customer service activities for high-profile strategic customers.
• Monitors order status from plant departments to meet delivery commitments.
• Determines customer requirements and recommends products and solutions.
• Verifies and presents prices based on contracted agreements.
• Manages CRM process for select accounts and pricing requests.
• Cultivates positive, enduring customer relationships.
• Educates customers about terminology, features, and benefits of products.
• Tracks customer satisfaction trends and needs.
• Maintains accurate records of conversations with customers.
• Manages cross-functional project teams from start to first order ship.
• Completes sales and forecasting reports, as required.
• Supports and backs up Customer Service Manager and Representatives.

Skills

Creative thinking

Written and verbal communication

Analytical thinking

Attention to detail

Public relations

Team collaboration

Multi-tasking

Independent self-starter

Fast-paced work adaptation

Microsoft Office suite

Tools

CRM software

Accounting software

Microsoft Excel

Word/PowerPoint/Outlook

Job description

It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business.

Duties and Responsibilities:

• Coordinates all customer service activities of a select account base made up of high-profile strategic customers
• Coordinates status on orders from related plant departments to ensure customer delivery commitments are met
• Determines customer requirements and expectations to recommend specific products and solutions
• Verifies and presents prices based on contracted agreements
• Manages CRM process for select accounts and designated salespersons including pricing requests, sample requests and complaint entry
• Cultivates positive and enduring relationships with customers
• Educates customers about terminology, features, and benefits of products to improve sales and customer satisfaction
• Identifies trends in customer satisfaction, gaining a solid understanding of customer needs and preferences
• Keeps accurate records of discussions and correspondence with customers
• Maintains customer data base and contact information
• Project management: manages and communicates all project work relative to the top tier account list to internal team members including supply chain/demand planning, accounting, operations, R&D, QA, logistics, marketing, and customer service from start to ship of first order
• Promptly completes required reports such as sales and forecasting reports
• Creates and maintains the cross functional (operations, R&D, QA, customer service, logistics, marketing) team to meet customer expectations and internal expectations
• Understands the market value of and competitive factors of egg products
• Participates in training sessions, meetings, skill building, and professional development classes
• Supports and provides back up for the Customer Service Manager and Customer Service Representatives as needed

Knowledge, Skills, and Abilities:

Required:

• Creative thinking for solutions to problems
• Ability to read, understand and effectively communicate information through writing and speaking so others will understand
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Attention to detail
• Public relation skills.
• Able to work effectively across all levels of organization and functions
• Multi-tasking and organizational skills
• Independent Self-Starter
• Ability to work in a team environment
• Ability to work in a fast-paced environment with prioritization skills and can make good decisions in times of urgency
• Computer Skills: Word, Excel, Outlook, PowerPoint, Access, Internet
• Mathematical Skills: General Arithmetic/Basic algebra/Percentages/Fractions
• Advanced English: fluent in speaking, writing, and reading
• Experience in computer-based accounting systems

Preferred:

• Food industry experience

Equipment:

• Office equipment: fax, copier, computers, printers, telephones, calculators
• Hand tools

Universal Expectations:

• Follows all Safety, Biosecurity, Environmental, and Animal Welfare Procedures
• Ensures compliance with and follows all OSHA and REI safety regulations and procedures
• Ensures that all care is provided with respect to customer, client, and co-workers' rights
• Ensures a safe and clean work environment
• Maintains confidentiality
• Adheres to work schedules in completing and performing assigned tasks
• A trained designee will be appointed by management to cover for absences or vacancies
• Reports and takes necessary action to prevent food safety and food quality issues from occurring to support the production of Safe Quality Food (SQF)
• Performs other tasks as assigned