Customer Service Representative

Euro Foods Inc DBA Citterio USA•Freeland, PA

3d•Onsite

About The Position

This role involves daily contact with established and potential customers, brokers, and the sales team via phone and email. The representative will handle customer inquiries and complaints promptly and professionally, investigate errors, resolve discrepancies and deduction issues, and provide internal tracking documents. Collaboration with cross-functional teams is essential for developing solutions and improving business processes. The role requires professionalism in all interactions, especially with USDA contacts, and proficiency in manual order entry and EDI order platforms, as well as multiple systems and customer portals. Responsibilities include processing sample orders, preparing export paperwork, coordinating deliveries to meet customer expectations, reviewing orders for special requirements, and timely order entry in SAP with proper notes for on-time performance. The representative will also track order progress and interact with organizational leadership and employees to fulfill information requests and provide high-level customer service. A key aspect is maintaining good attendance and performing other job duties as necessary, including those that are similar, related, or a logical assignment to the position.

Requirements

Knowledge of proper phone etiquette and customer service techniques.
Knowledge of computers and computer software, with ability to apply this aptitude in word processing, Excel spreadsheet development, and Word document merges, and keyboarding skills.
Thorough knowledge of proper records management, retention of records and cataloguing of files.
Ability to positively contribute to a team environment in support of customers, internal and external stakeholders, and demonstrate a team player attitude.
Strong ability to perform well and be unfailingly diplomatic in a high pressure and complex environment with a focus on customer service.
Excellent problem-solving skills with the ability to envision and deliver innovative solutions.
High energy level, ability to multitask, establish priorities, work independently.
Positive interpersonal skills included effective verbal and written communication.
Ability to establish credibility and be decisive.
Ability to maintain confidential and sensitive information which may be proprietary to Citterio USA.
Ability to prepare and analyze comprehensive reports, carry out assignments, and administer existing and proposed programs.
Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
Ability to work in a fast-paced environment.
Ability to understand customer specifications and problem solve to produce answers that make sense.
Ability to communicate information and ideas in speaking so others will understand.
Ability to establish and maintain effective working relationships with employees, supervisors and managers, and customers.
Ability to handle stressful situations.
Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Coordination — Adjusting actions in relation to others' actions.
Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
Ability to read, write, speak, understand, or communicate in English sufficiently to perform the duties of this position. American Sign Language may also be considered as acceptable forms of communication.
Completion of a high school, or general equivalency diploma.
One (1) year in office administration background with a broad knowledge of Microsoft Office of specialized education in an office administration program; or
One (1) to two (2) years’ experience in a supply chain environment: or,
Equivalent combination of education and experience.

Nice To Haves

Knowledge of SAP preferred.
Experience with SAP preferred.
Experience in Food Manufacturing or CPG experience preferred.
American Sign Language may also be considered as acceptable forms of communication.

Responsibilities

Have daily contact, call, and email, with established customers, brokers, and sales team as well as potential new customers.
Handle customer inquiries and complaints in a prompt, courteous, effective, and professional manner.
Investigate errors and resolve discrepancies.
Resolve deduction issues.
Provide internal tracking documents used by other departments.
Collaborate with cross functional teams and other departments to provide or develop solutions to issues or questions and improve overall business processes.
Display professionalism during all interactions with USDA contacts.
Utilize manual order entry and EDI order platforms.
Utilize multiple systems and customer portals to obtain information.
Process sample orders.
Accurately prepare export paperwork.
Coordinate with internal and external stakeholders to ensure customer delivery expectations are met.
Review orders to determine special requirements, achievable due dates, valid product numbers, and pricing.
Enter orders in a timely manner and maintain proper notes and date changes in SAP customer order system for improvements and expedite for on time performance (OTP).
Track progress of orders, as necessary, to ensure OTP.
Interact with organizational leadership, employees, vendors, and affected individuals both within and outside of the organization on a regular basis to assist with the completion of general informational requests or direction to appropriate staff to provide the highest-level customer service.
Perform other job duties as necessary.
Perform related work as may be required.