Customer Service Representative - Ice Cream

Idaho Milk Products

6d•Onsite

About The Position

The Customer Service Representative is responsible for supporting the Ice Cream Business Sales Managers. Activities include customer interactions to provide and process information in response to orders, inquiries, concerns and requests about products and services to effectively respond to customer requirements. This position proactively ensures customer focus, as well as accurate, timely and relevant communication, documentation, and coordination of customer interactions with individuals responsible for production planning, inventory control, quality requirements, production, and finished goods shipping.

Requirements

Required: High school diploma/GED or equivalent work-related experience.
Required: 1-3 years of experience working in customer service and understanding of purchase orders and sample processing.
Knowledgeable and skilled in the principles and processes for providing customer service. This includes understanding customers’ needs, meeting quality standards for services and customer satisfaction, and an understanding of when to ask one’s manager for support.
Good listening skills and an ability to work without much direct supervision.
Strong technical skills: proficiency in Excel, Word, Outlook.
Very organized with the ability to adapt to changing priorities.
Quick learner and self-starter.
Demonstrated ability to write and speak clearly, good verbal and written communication skills.
Careful and accurate with attention to details in daily activities.
Good interpersonal skills.
Effective prioritizing and time management skills.
Must possess the ability and personality to work well within a team environment.

Responsibilities

Processes purchase orders, order confirmations and verifies the status of orders and projections by customer.
Maintains sales projection worksheets.
Sample request processing, including research for required documents needed for domestic and international shipments. Responsibilities include Preparing documents, shipping samples, tracking, and updating data, and maintaining sample room stock levels.
Fulfills customer product documentation requests: certificates of conformance, product information, international documents, etc., confirming all documentation is accurate and complete.
Manages customer requests by first fully understanding them and then serving as the primary interface between internal functional areas and external sales/customers, working to find solutions that are acceptable to both Idaho Milk Products and the customer.
Maintains a count of orders against supply agreement commitments.
Uses database information as needed in the performance of daily activities to generate key performance indicator measurements and business updates for sales visits; prepares annual or semiannual customer reports for communication of KPI’s.
Completes other duties and projects as assigned.