Customer Service Representative

Pasta Montana LLC•Great Falls, MT

About The Position

The Customer Service Representative (CSR) is responsible for ensuring all customers receive excellent, accurate and professional service. This includes correct and complete orders, correct pricing and order set up with accurate on-time pickup or delivery. The CSR will ensure timely and accurate communication regarding customer satisfaction, questions and/or problems. This position interacts directly with customers, team members and suppliers. This key position shares responsibility for maintaining Pasta Montana’s food safety, quality and legality program under the BRC guidelines. Pasta Montana team members are expected to maintain a positive work atmosphere through communication and behaving in a manner that is courteous and respectful to all customers, vendors, contractors, co-workers, leads and management. Pasta Montana team members are also expected to have on-time, regular, reliable, and predictable attendance and always be aware of and pay attention to their surroundings.

Requirements

Minimum Education: 2 years’ post-secondary education in business, or equivalent qualifications.
Minimum Experience: 3 years’ office experience and 1 year experience in customer service. Data entry experience.
Knowledge/Skills/Abilities: Must be able to work independently and efficiently while prioritizing multiple responsibilities. Ability to learn manufacturing, quality control, and planning processes. Requires excellent written, oral and telephone communication skills. Good mathematical and analytical skills. Ability to work cooperatively with others. The ability to work cooperatively with management and all staff is imperative. Must have good organizational skills and consistently exercise good judgment. Able to communicate effectively and function as a motivated team member in a highly dynamic team setting. Deductive reasoning in conjunction with multi-tasking and good judgement. Able to observe, compare, investigate and resolve issues. Able to learn, troubleshoot and multi-task.
Other Qualifications: Efficient in the use of computer automated systems and software. Attention to detail is essential.

Responsibilities

Receives all customer orders and accurately enters orders into computer system, confirming items, pricing, and coordinates delivery/pickup dates with the Transportation and Logistics Coordinator.
Responds to customer orders in a timely manner, and when required, participates in the customer complaint procedures.
Works closely with Scheduler/Planner and the Transportation and Logistics Coordinator after receiving customer orders to achieve required delivery commitments.
Communicate with third-party warehouse(s) regarding all aspects of order process, customer pickup/delivery and stock fulfillment orders.
Processes customer shipments from third-party warehouse(s) after pickup/delivery and stock fulfillment shipments.
Notifies customs of border crossing dates and times for Canadian shipments. Sends customs information to carriers for Canadian load manifest. Responsible for processing and sending advance shipment notification to Canadian customer(s) and creating Canadian load weight sheets/PARS.
Interact daily with customers, brokers, sales and warehouse personnel.
Provide assistance and customer order information to Sales Department.
Assists Sales Department in providing sample products, including Dot Foods Sample Kit preparation and inventory maintenance.
Develop positive relationships with customers, learn the customer needs and plans for future growth. Communicate this information with the Sales Department to assist customers in achieving their growth goals.
Attend meetings and act as a liaison between plant operations and outside sales team members as needed.
Provides support regarding customer service on all issues. This includes resolving customer issues and complaints in a timely manner as a back up to the Customer Service Lead and the sales team.
Reports all unresolved issues and complaints to the Customer Service Lead, Transportation and Logistics Coordinator and/or the Executive Vice President.
Performs clerical duties as required. This includes, but is not limited to, answering the telephone, processing EDI transmissions, filing and making delivery/pickup appointments. Consistent maintaining and processing digital shipping document process.
Assists with entry of customer orders, confirming orders and pricing, and scheduling delivery/pickup dates (provides copy of order to 3rd party (3PL) warehouse if pertinent to 3PL customers). Interacts on a regular basis with customers, brokers, and warehouse personnel.
Assists communication with 3rd party warehouse regarding all aspects of order process, customer pickup or delivery as well as stock fulfillment orders. Processes customer shipments from 3PL warehouses once pickup or delivery is complete as well as stock shipments.
Backup for the Transportation and Logistics Coordinator in the absence of the Customer Service Lead.
Performs other duties and attends meetings as assigned by the Executive Vice President.