Sr. Customer Service Representative

C.H. Guenther & Son; San Antonio (TX); On-site; USD 52,000 - 87,000; Full time

Benefits offered by this job

Health insurance

Disability insurance

Retirement plan

Flexible spending accounts

Educational assistance

Parental leave

Paid time off

Company holidays

Job summary

At C.H. Guenther & Son, a Senior Customer Service Representative coordinates broad customer service support across multiple departments to ensure accurate order processing and timely resolutions.

The role involves mentoring junior staff, leading some team meetings, and leveraging supplier tools to meet and exceed customer expectations. Candidates should have a minimum high school diploma, 3+ years in customer service (5+ preferred), and experience with SAP or ERP systems.

Qualifications

• Must have at least a high school diploma or the equivalent. A college degree is preferred.
• Must have at least three years of customer service experience. Five or more years of experience are preferred.
• Previous experience in Food Manufacturing, Distribution or Brokerage a plus.
• Must have a highly developed sense of integrity and commitment to customer satisfaction.
• Must have ability to independently perform the most difficult customer service duties.
• Must have experience using an order entry or ERP software. Experience with SAP is preferred.
• Must have strong skills with Microsoft Outlook, Word, and Excel.
• Must have excellent listening and communication skills and the ability to communicate with associates as well as customers by utilizing professional etiquette on the phone, thorough written correspondence, and face-to-face communication.

Responsibilities

• Ensure delivery of excellent customer service through fast and accurate processing of orders and coordinating with other departments.
• Assist Customer Service Representatives with difficult cases.
• Apply critical thinking to assist customers and escalate unresolved problems.
• Process manual orders and changes, verify accuracy, and notify customers of changes or shortages.
• Answer consumer inquiries by researching and providing information.
• Manage vendor managed order/inventory/transportation systems as assigned.
• Review SAP reports and process incomplete and blocked EDI orders.
• Mentor junior team members and provide training on best practices.
• Assist management in meeting performance goals.
• Handle customer complaints, donation requests, and maintain customer records.

Skills

Integrity & customer focus

Communication skills

Independent problem solving

Leadership

Education

High school diploma or equivalent; college degree preferred

Tools

SAP

ERP software

Microsoft Office

Job description

The Senior Customer Service Representative provides a full range of customer service support to various customers and departments. Leads, oversees or participates is the more complex and difficult cases and performs data entry, processes paperwork, resolves pricing discrepancies, tracks shipments and resolves other customer service functions as required. The Senior Customer Service Representative will be responsible for supporting CHG’s sales channels by utilizing supplier business tools, such as Retail Link and JDA, to meet and exceed customer’s expectations and will support the Customer Service Manager by mentoring junior team members and leading team meetings as needed.

Duties and Responsibilities:

• Ensures delivery of excellent customer service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve inquires.
• Assist Customer Service Representatives (CSR) with difficult cases.
• Apply critical thinking and problem solving skills to assist customers with issues and elevate any unresolved problems.
• Process manual customer orders and order changes by entering them into the computer. Verify order accuracy and resolve any order discrepancies. Notify the customer of any changes or shortages on the order. Process paperwork pertaining to the order.
• Answer consumer inquiries by determining desired information; researching, locating and providing information.
• Manage unique vendor managed order/inventory/transportation systems as assigned.
• Review SAP reports daily and process incomplete and blocked EDI orders
• Mentor or give direction to junior team members and provide training on best practices.
• Assist management in ensuring performance goals are met.
• Perform other duties including, but not limited to, processing customer complaints, processing donation requests; and maintaining customer records.

Minimum Job Requirements:

Education/Certifications:

• Must have at least a high school diploma or the equivalent. A college degree is preferred.

Experience:

• Must have at least three years of customer service experience. Five or more years of experience are preferred.
• Previous experience in Food Manufacturing, Distribution or Brokerage a plus.

Knowledge, Skills and Abilities:

• Must have a highly developed sense of integrity and commitment to customer satisfaction.
• Must have ability to independently perform the most difficult customer service duties.
• Must have the knowledge and ability necessary to understand basic operational, technical, and office processes.
• Must have experience using an order entry or ERP software. Experience with SAP is preferred.
• Must have strong skills with Microsoft Outlook, Word, and Excel.
• Must have excellent listening and communication skills and the ability to communicate with associates as well as customers by utilizing professional etiquette on the phone, thorough written correspondence, and face-to-face communication.
• Must have principles of business letter writing and report preparation.
• Must have skills to lead, organize and review work of assigned staff.

Working Conditions and Physical Effort:

• Work involves light exposure to unusual elements, such as dirt, dust, fumes, extreme temperatures, humidity, darkness, and/or noise.

• Work environment involves light exposure to physical risks, such as working around mechanical, chemical, and electrical hazards.

• Light physical effort required such as standing, sitting, and walking in and around the office; reaching, climbing, and kneeling as needed; utilizing fine dexterity, the ability to see, hear, and communicate with associates as well as others by utilizing professionally etiquette.

• Personal protective equipment, as defined by C.H. Guenther and Sons, will be provided.

Expectations:

• Will demonstrate, promote and exemplify the Company’s Core Values.

At C.H. Guenther, we value transparency in compensation. By providing the salary range for this role, we aim to promote fairness and help candidates make informed choices about their career. The salary range for this role is:

$25.04 - $41.93

Actual compensation may vary based on job-related knowledge, skills, and experience, as well as geographic location.

C.H. Guenther & Son will never offer or pay a wage or salary that is not compliant with applicable local, state, or federal pay laws, including minimum salary thresholds.

We also offer a variety of benefits, including health and disability insurance, retirement savings options, flexible spending accounts, employee assistance programs, educational assistance, parental leave, paid time off, and company-paid holidays.

For additional information about our company, go to www.chg.com.

C.H. Guenther & Son and its subsidiaries are E-Verify participating employers.

Click here for more information regarding E-verify.

All offers of employment are contingent upon successful completion of the pre-employment screening process which includes a drug screen and review of criminal background and other records as required.

AA/EEO/Drug-Free Employer