Customer Service Representative-HYBRID

Cozzini Bros, Inc.; Chicago (IL); Hybrid; USD 42,000 - 62,000; Full time

Job summary

Cozzini Bros, Inc. is seeking a Customer Service Representative to manage inbound and outbound multi-channel support, delivering kitchen solutions and exceptional service to internal partners and external customers.

Responsibilities include answering calls and emails, prompt issue resolution, data entry, account reconciliation, and processing orders, with a hybrid work arrangement (office presence 3+ days/week, Mon–Fri).

Qualifications

• High School Diploma or GED.
• 2–3 years in call center or customer service.
• Strong communication, active listening, patience, time management, and a positive attitude.
• Proficient in Word, Excel, and Outlook.
• Experience with NetSuite ERP and/or Salesforce CRM is a plus.
• Hybrid work from home/office schedule; Mon–Fri; 3+ days/week in office.

Responsibilities

• Handle multi-channel inbound/outbound customer calls and emails.
• Document and resolve issues, aiming for first-contact resolution.
• Record and verify customer details and purchases in the system.
• Explain products/services and identify additional opportunities.
• Assist in retaining customers and reducing churn.
• Collaborate to improve daily support workflows and response times.
• Utilize company systems to follow established processes.

Skills

Strong communication

Active listening

Patience

Time management

Positive attitude

Education

High School Diploma or GED

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

NetSuite ERP

Salesforce CRM

Job description

Description

The Customer Service Representative Job at Cozzini Bros. involves managing inbound and outbound multi-channel support to deliver commercial kitchen solutions. Cozzini Bros. is seeking a Customer Service Representative to provide customer service to both our internal partners and our external customers through various activities.

Responsibilities include answering customer calls and emails and providing prompt issue resolution; data entry; assisting in account reconciliation; preparing orders and invoices; processing new accounts and orders; making outbound customer calls to obtain information and/or to provide follow-up to resolve customer issues; and occasional miscellaneous projects.

Requirements

Key Responsibilities

• Multi-Channel Support: Handle incoming and outgoing customer calls and emails, and serve as support liaison for field sales and service teams.
• Issue/Inquiry Documentation and Resolution: Strive for first-contact resolution while taking ownership of complex or heightened customer concerns. Detailed documentation of interactions required.
• Account Management: Record and verify customer names, addresses, service purchases, and product details in company systems.
• Service Promotion: Explain available commercial kitchen products and services to existing customers and identify added service opportunities.
• Customer Retention: Engage with customers requesting cancellation of products and services to reduce churn and build trust and loyalty.
• Process Improvement: Collaborate with team leaders and peers to enhance daily support workflows and response times.
• Systems & Processes: Utilize available systems and tools to execute established processes.

Qualifications & Requirements

• Education: High School Diploma or GED.
• Experience: 2 to 3 years of prior call center or customer service experience.
• Skills: Strong communication, active listening, patience, time management, and a positive, helpful attitude.
• Proficient with Microsoft Office applications, specifically Word, Excel, and Outlook.
• Experience with NetSuite ERP and/or Salesforce CRM is a plus.
• Hybrid work from home/work from office schedule. Office hours may be required (minimum 3 days per week). Some weeks require more than the minimum. Mon-Fri.
• Quick learner who is comfortable with rapid change and continuous learning