Customer Service Rep

Job Description

Customer Service Representative Job Description

JOB SUMMARY:

Calling all foodies with a passion for supporting Maine & Northern New England's top restaurants! The Customer Service Representative will interact with Native Maine's customers every day by taking orders and addressing inbound customer inquiries.

This position will make use of a comprehensive online ordering system, and staff a busy phone system. We have a casual office environment. The position is office-based. There is one Saturday shift per month on a rotating basis, as Native Maine is a 24-7 business, operating 362 days per year in support of the region's hospitality industry.

RESPONSIBILITIES:

• Provide informative and responsive service to our highly valued wholesale customers.

• During the day, provide live responses to customers during a high volume of incoming calls.

• Receive telephone calls, emails, and voicemail orders that require immediate follow-through to ensure real-time delivery schedules are met.

• Manage special requests and problem solve with customers using the highest levels of

professionalism.

• Manage outbound communications regarding all aspects of product delivery including: product backorders, delivery delays (if/when applicable), and product substitutions.

• Assist outside sales and inside operations staff with varying special projects.

• Provide ultimate service and always meet the requirements of our customers.

• Answering inbound customer calls (keying orders, submitting credits and special orders, searching for information on ETA of delivery) and solving problems by closely working with Sales, Shipping, Purchasing, and Finance.

• Make outbound calls as assigned to fill in the downtime between incoming calls.

• Other duties as assigned.

SKILLS REQUIRED:

• Maintains composure under high volume.

• Strong aptitude to juggle multiple, detailed tasks simultaneously.

• Meet deadlines

• Communicate effectively with internal and external customers

• Pleasant and professional phone manner

• Extensive data entry

• Computer proficiency to include Microsoft Office & Google Workspace suite of products.

• Ability to use basic office equipment: multi-line phone, shared drive documents, team chat functions, scanner, 10-key.

• Enjoy speaking with those who love high-quality food.

• Above average speed and accuracy in computer order entry while talking with customers.

• Excellent command of the English language.

• Willingness to be flexible and upbeat.

• Ability to prioritize and manage a constantly changing demand.

• This position is a first shift, full-time, 40 hours per week Tuesday through Saturday with a Saturday rotation every four weeks.

• Provide solutions to client/customer and contribute to continuous improvement initiatives.

EDUCATION AND EXPERIENCE:

High school diploma or equivalent.

Customer service experience required.

Competitive pay based on experience and ability.

BENEFITS:

Paid Time Off

Medical with a Generous Employer Contribution

401k Retirement Plan

Employer Paid Short Term Disability

Dental

Vision

Life

Many other insurance options

Employee purchase program; buy food from Native Maine at cost!

Prolonged periods sitting at a desk and working on a computer.

Must be able to lift up to 15 pounds at times.

Full-time