Call Center Representative

J&J Snack Foods•Paducah, KY

19d•Onsite

About The Position

As a leader and innovator in the snack food industry for over 50 years, J&J Snack Foods provides branded snack foods to foodservice and retail supermarket outlets across the U.S. Its products include such icons as SUPERPRETZEL, ICEE, and Dippin’ Dots along with other key brands like LUIGI’S Real Italian Ice, The Funnel Cake Factory Funnel Cakes, and Hola Churros. J&J also has a strong presence in bakery providing cakes, cookies, and pies to some of the largest grocery and convenience retailers in industry. Our company continues to deliver record sales led by a talented team and a commitment to “Fun Served Here”. POSITION SUMMARY: We are the first line for our customer whether it be via email or through the phone. We are responsible for answering and directing calls, placing orders, answering emails, tracking orders, and assisting our sales team.

Requirements

Computer Skills
Communication Skills
Customer Service/Call Center 1-2 years

Responsibilities

process orders
answer calls and respond to emails
handle customer inquiries both telephonically and by email
research required information using available resources
manage and resolve customer complaints
provide customers with product and service information
enter new customer information into system
identify and escalate priority issues
route calls to appropriate resource
follow up customer calls where necessary
document all call information according to standard operating procedures
log packages received
produce call reports
provide daily support and assistance to Regional Managers
contact all DDD customers weekly
maintain DDD call list weekly
investigate/process credit requests
maintain complete information on all product credits
Track shipments daily & communicate with carriers
Ability to learn and understand equipment components, equipment ordering procedures and the forms associated with those orders.
Monitor all equipment orders; documenting order activity to keep everyone informed and up to date on the progress of equipment orders
Handle customer inquiries both telephonically and by email
Inquiries ([email protected], Contact Us Rcvd, Phone)
Catered events
New business
Allergen/Nutritional Info
Website questions
Storage/Maintain product
Promotions
Franchise locations
Research required information using available resources
Manage and resolve customer complaints
Provide customers with available shipping methods & transit time information
Identify and escalate priority issues
Investigate/process credit requests
Maintain complete information on all product credits
Follow-up required on all correspondence in a timely manner
Provide website technical support
Will run reports and enter the Internet Transfer orders for KY on a weekly basis and for CA on a period basis.
Will enter and assist with International orders.