Do you enjoy working one-on-one with customers to ensure they and their families get the best use out of their purchased products?
Do you have people skills which allow you to get out in front of problems and proactively help customers with potential troubles?
Are you detail oriented and understand the need for task urgency?
If you answered yes to all of these questions, then working in the Customer Service department at Infantino would be a great fit for you! Come be a part of our growing business with a team environment aimed at customer support.
Position Summary:
Serves as the primary point of contact for all customers, including retail clients and individual consumers. This includes responding to all incoming emails, and phone call inquiries and comments related to customer service. Ensures all customers are served in courteous, professional and timely manner in accordance with internal procedures to provide superior customer experience. Responsible for input, and updates as needed, to Sales Force cases. Enters, processes and completes Oracle order entries and fulfillments for assigned Electronic Data Interchange (EDI) and/or specialty accounts. Works collaboratively and effectively with multiple departments, including Distribution Center, Supply Chain, and Sales to ensure accurate execution of each account’s orders.
Major Duties & Responsibilities:
- Manage the Sales inbox and all Customer Care related inboxes
- Process all assigned customer orders from beginning to end
- Send Supply Chain and Sales team Grids for top customers and/or accounts with issues
- Communicate with Sales team and Product Manager regarding cuts, backorders, terminated items, etc.
- Send AR orders that are on hold for Past Due or Credit Limit
- Provide DC orders that are ready to be released and processed
- Spearhead consumer Return Policy procedures
- Respond to consumer questions via phone or email regarding any comments, complaints, inquiries, issues, recalls, etc.
- Analyze consumer problems and provides information/solutions in an appropriate and timely manner
- Create and update consumer Cases into Sales Force from beginning to end as needed while ensuring all information is accurate, detailed, and written in a professional manner
- Enter new products into Sales Force
- Set up new customers in Oracle and send new credit applications to AR for processing should they request terms
- Create and update as needed SOPs for specific processes
Position Requirements
- HS Degree and two years related customer service experience, including individual consumer and account service experience
- Experience with customer databases such as Sales Force; and significant hands-on working knowledge of ERP systems such as Oracle.
- Shared desire for corporate success demonstrated through a high level of commitment to teammates and customers success equally.
- Comprehensive understanding of the client and consumer experience, including demonstrated ability to handle a variety of consumer inquiries with sensitivity, professionalism and thorough follow-through.
- In-depth experience processing customer orders in an ERP system, along with a keen understanding and the ability to convey the entire process.
- Proven ability to interact and communicate professionally with consumers and all other external and internal customers, contributing to timely and effective operations.
- Demonstrated professional level verbal and written communication skills necessary to summarize, convey and/or organize client and consumer related situations.
- Experience writing and updating SOPs.
- Proven ability to organize, prioritize, and meet work deadlines.
- Superior attention to detail through self-administered review, proof and correction methods.
- Effective problem solving skills and abilities as exemplified through past actions.
- Dedication to continued learning in a dynamic environment, along with the ability to adapt to change swiftly, creatively and effectively.