The Day in the life of a Customer Success Representative
1. Order Entry
a. Review orders: Review new orders received via email, fax, or EDI software.
b. Data Entry: Enter new orders into ERP, ensuring accuracy in product codes, quantities, delivery addresses, and any special instructions. Verification of established sailing schedules and communicating any deviations from that.
2. Order Confirmations and Acknowledgments
a. Double-checking orders for accuracy and sending order confirmations as needed.
3. Responding to any status or order issue emails that come in from our warehouse team, logistics, customers, or production.
4. Collaborative work with others in the department on upcoming shipping events, holiday schedules, production issues, etc. Effectively communicating these events to the customers.
5. Various administrative duties as assigned.
Accountable for: • Accurately enter customer orders into the company's order management system. • Verify order details for accuracy, including product codes, quantities, pricing, and customer information. • Process orders received via phone, email, fax, and online systems.
Customer Service: • Respond promptly to customer inquiries regarding order status, product information, and delivery schedules. • Handle customer complaints and issues with professionalism and efficiency, aiming for first-contact resolution. • Provide customers with product and service information, including order updates and follow-up communication as needed.
Data Management: • Maintain accurate and up-to-date customer records in the CRM system. • Ensure all order documentation is correctly filed and easily accessible for future reference. • Monitor inventory levels and communicate with the inventory team to ensure product availability. • Order entry (manually/importing) • Changing orders per customer request/Communication with warehouse • Customer communication/incoming inquiries/issues with orders • Updating customer contacts (Procedures/Deacom)
Collaboration: • Work closely with the sales team to clarify order details and manage special requests. • Coordinate with the shipping and logistics teams to ensure timely delivery of orders.
Must haves: • High school diploma or equivalent required. • Minimum of 1-2 years of experience in customer service or order entry roles. • Excellent verbal and written communication skills. • Strong organizational skills and attention to detail. • Proficiency in Microsoft Office Suite (Word, Excel, Outlook). • Ability to work independently and as part of a team. • Strong problem-solving skills and the ability to handle difficult situations with tact. • High level of accuracy and efficiency in data entry tasks. • Positive attitude and a commitment to providing outstanding customer service. • Reliability/Punctuality
Nice to Have: • Associate's or Bachelor's degree in Business, Communications, or related field preferred. • Experience in the food or CPG industry is a plus. • Experience with Netsuites and EDI/SPS a plus
Offer will be based on market and internal data, level of education, and level of experience including additional licensures and credentials.