Customer Service Representative

Company Description

It’s more than just water. FIJI Water is known for its iconic square bottle and unique mineral profile. Since 1996, FIJI Water has embodied what it means to be Earth's Finest Water® and is sold worldwide. FIJI Water is committed to doing business responsibly and seeking opportunities to make a difference. This means investing in sustainability, the environment, and local communities to enable positive change.

The role of the Customer Service Representative is pivotal in ensuring seamless order processing and exceptional support for customers worldwide. This position requires a highly skilled and detail-oriented professional capable of anticipating customer needs, addressing service concerns, and delivering innovative, tailored solutions to a variety of challenges. By leveraging a thorough understanding of the company's customer service policies and extensive product knowledge, the representative will provide quick, accurate assistance, enhancing customer satisfaction and fostering loyalty. Joining our team means contributing to a dynamic and growing business while consistently exceeding customer expectations.

This position will be based at our Tucson, AZ office. We work a hybrid schedule with an in-office requirement Monday-Wednesday and the option to work remotely on Thursday and Friday.

Job Description

• Manage/Enter daily incoming orders for the North America Market
• Close shipped orders daily
• Review/update daily open orders report
• Conduct monthly closing
• Expedite all orders in-order to acquire on time delivery
• Process non-revenue orders for Special Events/Samples/Quality/PR within 24 hours
• Process domestic and international Disposal Orders and ensure accuracy
• Participate in weekly meetings with PR Team
• Process Return Material Authorization requests and address issues in a timely manner
• Address and resolve delivery issues, product quality concerns, or service complaints in a timely manner
• Keep detailed records of customer orders, invoices, and communications for easy access and audit purposes
• Create order or delivery reports for internal teams and customers to provide insights and ensure transparency
• Liaison with logistics, warehouse, and sales teams to meet customer requirements and ensure satisfaction
• Build strong relationships with DSD customers to understand their needs and proactively address potential issues
• Responsible for maintaining a high level of professionalism and working to establish a positive rapport with every customer
• Communicate solutions, successes, and opportunities to the Customer Service Manager
• Support overall supply chain planning, sales operations and expansion projects
• Communicate with Sales team via telephone/email in-order to provide information about products and services
• Maintain a world class customer service relationship with our customers
• Perform other duties as required

Qualifications

• Minimum of 1-3 work experience
• Ability to work independently
• Excellent problem-solving skills
• Ability to remain professional and courteous with customers at all times
• Highly organized and detail oriented
• Ability to handle multiple projects simultaneously
• Strong leadership, relationship building
• Excellent verbal and written communication skills
• Master-level proficiency in Excel including pivot tables, v-lookup formulas, graph creation and other essential skills
• High level of proficiency in Word, Power Point, MS Outlook
• Experience with order management systems (Oracle highly preferred)
• BS/BA required; preferably in Logistics Management, Supply Chain Management, Mathematics, Accounting, Finance or Business Management

Additional Information

• Thriving Wellness Community: Access to top-notch medical coverage comprehensive vision and dental plans, and a 401k with match eligibility to secure your financial future and including: 
  • 24/7 online physician consultations 
  • virtual mental health resources 
  • life coaching 
  • engaging employee community groups 
  • cash rewards for healthy habits and fitness reimbursements 
  • library of on-demand fitness videos 
• Career Advancement Opportunities: Unlock your potential with clear paths for career progression and internal mobility across our diverse family of brands and business units. 
• Focused Learning and Development: Grow as a leader with our dedicated Learning and Organizational Development department, offering extensive resources like People Manager and leadership training, webinars, and eLearning courses. 
• Empowering Mentorship Program: Connect with colleagues