Customer Service Representative

WM B REILY & COMPANY INC•Malden, MA

21h•Onsite

About The Position

New England Coffee is one of the largest independent Coffee Roasters in the Northeast, located in Malden, MA. They service their community and provide coffee to restaurants and retail stores nationwide. The Customer Service Representative acts as a liaison between the Company and its customer base, requiring knowledge of product lines, order entry, status updates, and issue resolution with integrity. This high-volume position demands a strong sense of urgency and timely decision-making with moderate supervision. The Customer Service Department operates as a team, supporting each other, sales staff, and customers.

Requirements

High School Diploma/GED
2-5+ years of customer service experience
Superior customer service and listening skills with the ability to handle difficult situations with poise and tact
Proactive with the ability to work independently and in a team environment
Professional telephone and email etiquette
Displays empathy, understanding, and patience with customers and employees
Strong computer skills with proficiency in MS Office Programs
Excellent organizational skills with the ability to work in a fast-paced environment under pressure
Positive, upbeat and goal driven

Nice To Haves

Electronic Data Interchange (EDI) experience a plus

Responsibilities

Possesses a complete understanding of the various brand and item configurations offered by New England Coffee, including coffee, tea, and other related products
Manages a high volume of customer calls ensuring a quality, positive experience by providing friendly, professional service
Fosters strong customer relationships by proactively contacting customers daily to ensure timely execution of order fulfillment, communicating the status of orders, and developing an in-depth understanding of our customers’ expectations
Processes all customer orders and invoices timely and accurately
Handles shipments, expedited orders and returns with a sense of urgency
Responds timely to customer inquiries and resolves issues and concerns promptly while keeping customer retention a priority
Proactively reports shortages and out-of-stock items internally and to customers
Collaborates and communicates with team members and field sales representatives on a regular basis to provide exceptional support to our customers and minimize errors
Escalates customer issues appropriately to Customer Service Manager and maintains responsibility for follow-through to ensure satisfactory resolution
Follows all safety procedures and actively participates in safety training and safety system ownership initiatives
Maintains safe and efficient use of equipment, tools, and person; reports any injury, accident, or unsafe condition to supervisor immediately
Supports and complies with GMP’s; understands and follows emergency action plan
Supports food safety, quality, and legality
Ensures the operation is providing food-safe, quality products which meet or exceed all product specifications and regulatory requirements
Other duties as assigned

Benefits

10 Paid Company Holidays
Generous Paid Vacation & Sick Time
Comprehensive, Affordable Medical, Dental & Vision Coverage for you and your family
Health Savings Account (HSA) with company contributions
Flexible Spending Accounts (FSA) & Dependent Care FSA (DCFSA)
401(k) Retirement Plan with company match and discretionary profit sharing
Employee Assistance Program (EAP) and financial wellness resources
Company‑Paid Disability
Company‑Paid Life Insurance equal to 3× annual compensation
And more benefits designed to support your health, wealth, and well‑being