Customer Service Representative

Magnolia Foods, Llc.•Jurupa Valley, CA

34d•Onsite

About The Position

The Customer Service Representative will interact with all customers daily to achieve service goals including order processing, complaint resolution, problem solving, preparing internal and external correspondence, and maintaining communication between departments and plants. Responsibilities include answering phones, emails, department chats, and fulfilling all customer needs to ensure satisfaction. The representative attracts potential customers by providing product information, pricing, placing orders, coordinating delivery and distribution services, and responding to inquiries. Duties also include processing orders, preparing data uploads, verifying purchase orders, responding to internal and external correspondence, and maintaining accurate documentation.

Requirements

High School Diploma or GED required with a minimum of two (2) years of stable work history.
Two (2) years of experience in the food industry.
Knowledge of commonly used concepts, practices, and procedures for working with the public.
Ability to follow instructions and pre-established guidelines to perform job functions.
Positive attitude and passion for helping others.
Ability to multitask, prioritize, and manage time effectively.
Team player who works well with others to support team goals and deliver excellent service.
Attention to detail and collaborative mindset required; independent judgment not typically exercised.
Bilingual English/Spanish required.
Basic proficiency in Excel, PowerPoint, and Word.

Responsibilities

Processing orders and maintaining customer accounts while sharing information with other departments.
Resolving product or service problems by clarifying the customer's complaint, determining the cause, selecting and explaining the best solution, expediting correction or adjustment, and following up to ensure resolution and proper credits.
Maintaining distributor orders by adding, adjusting, recreating, and coordinating necessary changes.
Preparing product, data, or solutions for processing and documentation, including reporting to DSD Department, Transportation, Scheduling, Warehouse, or Sales Department when necessary.
Contributing to team effort by cross-checking daily workload and assisting as needed.
Answering incoming calls as needed.
Tracking pending tasks and managing customer information received via email (internal/external communication).
Identifying and assessing customers' needs to process requests accurately and achieve satisfaction.
Building sustainable relationships of trust through open and interactive communication (internally and externally).
Providing accurate, valid, and complete information using current systems and tools to cross-check work and avoid errors.
Handling, processing, and documenting complaints, and providing appropriate solutions and alternatives within time limits, with follow-up to ensure resolution.
Keeping records of customer interactions, details, names, types of changes, memos, and references in file documents.
Following communication procedures, guidelines, and policies to avoid errors or customer dissatisfaction.
Using company phones to reach out to customers, internal staff, or account reps for urgent matters and problem solving.
Greeting customers warmly and identifying problems or reasons for calling to close sales or resolve issues.
Assisting with placement of orders, cancellations, or special instructions, including looping in other departments or checking inventory to finalize sales.
Forwarding important information to other departments, such as requests for invoices, images of payments, BOLs, proof of delivery, etc.
Creating manual orders for cash customers (if they are unable to place them via email) specifically for Tuesday or Thursday pick-up.
Acting as the company gatekeeper for internal and external matters, especially urgent orders or issues requiring immediate attention.
Suggesting solutions or being flexible in switching tasks when needed to expedite processes.
Handling product recalls or returns and documenting proper credits to customers or distributors.
Attempting to persuade customers to reconsider cancellations, accept overages, or offer discounts to avoid financial loss.
Informing customers of deals and promotions when short-dated products or free samples are available.
Working with the Accounting Department to ensure proper customer service and centralized communication regarding payment questions, shortages, late deliveries, short payments, revised POs, or cash payments to be collected.
Opening or closing records in writing and passing on information to supervisors to follow up or close incomplete tasks.
Compiling and running reports for various customers’ order and purchase history.
Demonstrating a growth mindset and taking initiative to drive continuous improvement and personal development.