Customer Service Rep -Will Call

Ben E. Keith Company•Albuquerque, NM

About The Position

The Customer Service Representative – Will Call is a customer-facing position responsible for providing information about products and services, responding to inquiries, and resolving complaints. The role takes and enters orders through in-person, telephone, computer, and facsimile channels; selects customer orders; and assists customers with loading products. The representative maintains knowledge of inventory, product lines, delivery and DSR schedules, promotions, and other information needed to support customers and increase sales. The position also handles the petty cash box and related sales invoices and vouchers; maintains records of customer interactions; researches customer, vendor, and DSR information; processes employee purchases and gas and charge tickets; and ensures UPS orders are ready. It maintains a presentable customer service area and documents and follows up on complaints. Additional duties include processing Direct Mail Orders: checking order systems and websites, printing pack tickets, selecting and packing products with appropriate shipping materials, weighing and labeling packages, preparing UPS end-of-day summaries, maintaining packing-material inventory, and preparing invoices and reports for Accounts Payable. The role also maintains a list of team members issued pond-gate keys and collects the stated key payment. The employee must keep highly confidential information secure and may not copy or share it except with people authorized by management. The position’s ultimate responsibility is customer satisfaction and company profitability. The role is full-time, non-exempt, and scheduled from 7:30 a.m. to 4:00 p.m. The work location is identified as Food. The work environment typically has moderate noise.

Requirements

High school diploma or GED required.
Ability to read and comprehend simple instructions, short correspondence, and memos, and to write simple correspondence.
Ability to present information effectively in one-on-one and small-group situations to customers, clients, and other employees.
Ability to perform arithmetic using whole numbers, common fractions, and decimals; compute rates, ratios, and percentages; and interpret bar graphs.
Ability to use common sense to follow detailed but uncomplicated written or oral instructions and address problems involving a few concrete variables in standardized situations.
Knowledge of Microsoft Outlook and Internet software, order-processing systems, and Microsoft Word, Excel, Access, or similar listed applications.
Valid forklift license required to operate all types of forklifts.
Familiarity with keyboarding and data entry.
Must be able to perform the essential duties satisfactorily, with reasonable accommodations available for individuals with disabilities.
Must meet the physical demands of the role, including frequently lifting or moving up to 50 pounds and occasionally lifting up to 80 pounds.

Nice To Haves

One year of experience and/or training in a customer relations position is preferred.

Responsibilities

Interact with customers in person and by telephone to provide product and service information and resolve complaints.
Take and enter will-call orders in person, by phone, computer, and facsimile.
Select customer orders and assist customers with loading products.
Maintain the petty cash box; compile sales invoices and paid vouchers, balance them daily, and return the cash box to the safe at the end of the day.
Record details of customer inquiries, complaints, comments, transactions, and actions taken.
Handle a high volume of incoming calls and in-person orders.
Contact customers about orders and additional products or services to support sales; assist with contacting customers of DSRs who are on vacation or otherwise unavailable as needed.
Research customer, vendor, and DSR information in computer or hard-copy records.
Process employee purchases and send them to the Payroll Clerk.
Prepare gas and charge tickets from the cash box and send them to Accounts Payable.
Ensure UPS orders are ready for shipment.
Maintain the customer service office and clean the area during non-peak times so it remains presentable to the public.
Document customer complaints, forward them to the supervisor for immediate resolution, and follow up to confirm satisfactory resolution.
Maintain knowledge of product lines, DSR and delivery schedules, current promotions, and information needed to answer customer inquiries.
Check product dates on each item for freshness.
Check with Buyers and Management about any special cutting required for the day.
Maintain the list of team members who requested and received pond-gate keys and collect the $8.00 key payment.
Maintain a helpful, friendly, courteous, kind, and trustworthy attitude toward customers and coworkers.
Serve as the primary processor of Direct Mail Orders for shipment.
Check Target Data Systems and the Direct Mail Order website for orders to be filled and match Target orders to the DMO website.
Print DMO pack tickets and select orders for packing; place product in a freezer for four hours.
Pack DMO orders using appropriate shipping containers and materials, product, and gel packs; weigh containers, print and apply shipping labels, and run the UPS end-of-day summary.
Place packed containers and the summary report in the assigned pickup location.
Inventory packing materials, including Styrofoam coolers, boxes, and gel packs.
On the morning after pickup, update and print DMO invoices, attach them to the signed UPS summary report, and place them in a box for Accounts Payable.
Dispose of empty product boxes, put away unused shipping materials, clean and wipe down the packing area, and put away empty pallets.
Protect confidential information and share it only with people authorized by management.