PLEASE NOTE: This position is located in Hollister, CA and is not a remote position. The candidate selected will be expected to be onsite every day while training (Estimating 4-6 weeks). Once training is completed, this position is required to work onsite 4 days a week and is able to work 1 day remotely.
Job Summary
The Customer Care Representative is primarily responsible for taking care of our customers. This individual will act as a liaison, provide product/services information, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.
Duties and Responsibilities
Take incoming customer service calls and emails, create customer accounts, process customer orders, and resolve customer issues as needed.
Build customer and broker relationships through knowledgeable interaction, provide product information, and ensure excellent service and accurate order handling.
Interface with co-workers and internal departments, acting as a liaison between the customer and manufacturing to ensure accurate and timely order delivery.
Maintain accuracy of customer records by updating account information as required.
Work with customer and manufacturing to resolve product or service issues; understanding the customer's requirements; determining the cause; selecting and communicating the best solution; expediting corrective action; and following up with the customer to ensure proper resolution.
Work with customers to recommend potential products based on their feedback and order history/patterns.
Prepare various reports as necessary to complete the order process.
Works very closely with the shipping department, also with the sample department to ensure customers are receiving their order and samples in a timely manner.
Set promotional goals and work as a team to achieve these goals through upselling and reaching out to new customers.
May assist with bulk custom product customers/accounts; advises customer on recommended poundage of supplied materials that are needed and coordinates the arrival of materials in conjunction with when production plans to make a product.
Source new sales opportunities through inbound lead follow-up and outbound cold calls and emails.
Understand customer needs and requirements.
Route qualified opportunities to the appropriate sales executives for further development and closure
Required Qualifications
High School Diploma or Equivalent
1-2 years of previous customer service experience
Computer proficiency and comfortable using computer and software tools.
Personal Qualities
Leadership - Proven success in leading high-performance teams, achieving results through others, and being a strong team player
Innovative thinking - Ability to lead innovative and/or transformative projects and strives for continuous improvements
Analytical thinking - Exceptional ability to analyze data and utilize it to make sound business decisions
Customer oriented - Demonstrate strong focus on customer service and client satisfaction while maintaining high ethics and professional integrity in all interactions
Conflict management and resolution skills - Build consensus, anticipate and solve problems
Results focused - Ability to organize and manage multiple, and at times competing priorities
Communication skills - Demonstrate strong communication and collaboration skills necessary to lead and manage teams and projects effectively
Relationship building skills - Ability to work within a dynamic team setting and provide leadership to build and develop strong teams.
Physical Requirements
While performing the duties of this job, the employee is regularly required to talk and listen. Specific vision abilities
required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
Work Environment
This position involves working in a temperature-controlled office environment with standard office hours. However,
occasional visits to the food manufacturing plant may be required, where employees must adhere to strict safety and hygiene protocols.
Pay Range
The target salary range for this position is $19.00-$20.00/hourly. The actual rate offered will depend on a variety of factors, which may include, as applicable, years of relevant experience. This role is also eligible for an annual incentive bonus plan.