Customer Service Rep

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Dawn Foods is a global leader in bakery manufacturing and ingredients distribution. As the partner of choice for inspiring bakery success, we help customers grow their business through meaningful partnerships, research-driven insights and innovations, and products and expertise they can depend on. As a family-owned company, our commitments to our people, products, customers, and corporate values, are all part of our recipe for success.

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Customer Service Representative

 

Location: On-site in Piscataway, NJ

Schedule: Monday - Friday 8:00am - 4:30pm

 

ROLE OVERVIEW:

Initial point of contact for regional and targeted accounts.  Resolves moderately complex issues, escalating to higher levels of Customer Service as required.  Manages customer complaints in a professional manner.  Resolves issues with established guidelines.  Owns all order management for accounts.  Works closely with cross functional teams to ensure best-in-class customer service experience.  Provides support to sales as needed, while supporting all internal teams.

 

 

PRIMARY RESPONSIBILTIES:

• • Process and manage orders for local and regional accounts
  • Direct contact for order management of assigned specific accounts
  • Support Sales and Regional CS Team 
  • Management of incoming Digital Support Queue via Phones and Web
  • Customer Complaints – Managing process
  • Dedicated regional Key/National account support
  • Assist Regional Customer Service Manager with contract pricing entry and management
  • Shipment tracking
  • Interaction with various internal teams; Sales, Operations, A/R, Replenishing
  • Documentation facilitating; COA’s, Nutritional, Spec Sheets
  • New Account Set Ups
  • Maintain confidentiality
  • All other duties assigned to support our Internal/External customers

 

ROLE QUALIFICATIONS:

• High School Diploma
• Proven CS Experience – Minimum of 3 years Customer Service experience in office environment
• Detail oriented with the ability to multi-task
• Ability to work under limited supervision for routine situations
• Possess a positive attitude and strong work ethic
• Attention to detail
• Strong communication and organizational skills
• Substantial experience in over-the-phone troubleshooting and customer conflict resolution,
• Expected to have the business understanding to drive improvements
• Proficient in Microsoft Office, including but not limited to Excel, Word, PowerPoint, Outlook and Teams
• Assist in training lower level and/or newly hired team members
• Must be able to satisfy pre-employment testing

 

PREFERENCES:

• Associates Degree in business or related field preferred
• Bilingual capabilities (e.g. Spanish) strongly preferred
• SAP & Salesforce knowledge a plus

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An Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability, pregnancy, sexual orientation, gender identity/gender expression, citizenship status, military or veteran status, genetic information or any other status or condition that is protected by applicable law.

 

Requisition ID: 35506