Customer Service Representative

Customer Service Representative 

COMPANY OVERVIEW

Are you looking to become part of a high-energy team in beautiful Saluda, South Carolina? Here at Palmetto Gourmet Foods you will play a key role in building a successful company start-up that already has great traction. At Palmetto Gourmet Foods we produce the next generation of Ramen Noodles. We create an amazing experience for our customers and employees. We offer our associates the opportunity to grow personally and professionally, to contribute to the success of a dynamic organization, and to serve others in a manner that exceeds their expectations. At our world class production facility in Saluda, we produce vegetarian, halal and kosher certified ramen noodles. We’re looking for talented, hard-working individuals to join our team. Come grow with us and work as a team to build the new Palmetto Gourmet Foods.

Job Summary:

A customer service representative, or CSR, will act as a liaison, provide product/services information, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. The best CSRs are genuinely excited to help customers. They are patient, empathetic, and passionately communicative. They love to talk. Customer service representatives can put themselves in their customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and these CSRs can gather that for you. Problem-solving comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they do not have enough information to resolve customer complaints. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction. 

Responsibilities:

• Process large amounts of incoming calls

• Generate sales leads

• Work with the warehouse team to answer customer inquiries and handle inventory-related tasks such as inventory accuracy, packing lists, and managing shipments.

• Identify and assess customers’ needs to achieve satisfaction

• Build sustainable relationships and trust with customer accounts through open and interactive communication.

• Work with the accounting team to ensure accurate processing of customer accounts, invoices, and payments.

• Collaborate with the sales team regarding sampling and samples shipment processes.

• Provide accurate, valid, and complete information by using the right methods/tools

• Meet personal/customer service team sales targets and call handling quotas

• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

• Keep records of customer interactions, process customer accounts and file documents

• Follow communication procedures, guidelines, and policies

• Take the extra mile to engage customers

• Track and manage customer complaints; identify root cause via cross functional support. Assign resolution to complaints in a timely manner.

Required Skills/Abilities:

• Proven customer support experience or experience as a client service representative

• Track record of over-achieving quota

• Strong phone contact handling skills and active listening

• Familiarity with CRM systems and practices

• Customer orientation and ability to adapt/respond to different types of characters

• Excellent communication and presentation skills

• Ability to multi-task, prioritize, and manage time effectively

• Experience with EDI feeds.

• Experience with freight.

• Experience with retail sales. Education:

• Degree in Business Administration or related major preferred or high school diploma or equivalent 

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.

• Prolonged periods of standing and walking may be required.

• Must be able to lift up to 15 pounds.

• Bending, stopping, carrying up to 20 pounds may be required. 

EEO Statement 

PGF provides equal employment opportunities to all employees and applicants for employment without regard to race, color, ancestry, national origin, gender, sexual orientation, marital status, religion, age, disability, gender identity, results of genetic testing, or service in the military. Equal employment opportunity applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training. 

Palmetto Gourmet Foods is a drug free workplace.