Customer Service Representative-HYBRID

Cozzini Bros.•Chicago, IL

19h•Hybrid

About The Position

The Customer Service Representative Job at Cozzini Bros. involves managing inbound and outbound multi-channel support to deliver commercial kitchen solutions. Cozzini Bros. is seeking a Customer Service Representative to provide customer service to both our internal partners and our external customers through various activities. Responsibilities include answering customer calls and emails and providing prompt issue resolution; data entry; assisting in account reconciliation; preparing orders and invoices; processing new accounts and orders; making outbound customer calls to obtain information and/or to provide follow-up to resolve customer issues; and occasional miscellaneous projects.

Requirements

High School Diploma or GED.
2 to 3 years of prior call center or customer service experience.
Strong communication, active listening, patience, time management, and a positive, helpful attitude.
Proficient with Microsoft Office applications, specifically Word, Excel, and Outlook.
Quick learner who is comfortable with rapid change and continuous learning

Nice To Haves

Experience with NetSuite ERP and/or Salesforce CRM is a plus.

Responsibilities

Handle incoming and outgoing customer calls and emails, and serve as support liaison for field sales and service teams.
Strive for first-contact resolution while taking ownership of complex or heightened customer concerns. Detailed documentation of interactions required.
Record and verify customer names, addresses, service purchases, and product details in company systems.
Explain available commercial kitchen products and services to existing customers and identify added service opportunities.
Engage with customers requesting cancellation of products and services to reduce churn and build trust and loyalty.
Collaborate with team leaders and peers to enhance daily support workflows and response times.
Utilize available systems and tools to execute established processes.