Customer Service Representative (CSR)

Position Title:             Customer Service Representative (CSR)

Exempt Status:           Non-Exempt

Accountable To:        Customer Service Supervisor

Primary Objective:    To provide an exceptional experience to ensure the trust and success of Troyer’s customers, employees, vendors, and community.

ESSENTIAL JOB FUNCTIONS:

  1. Customer Service
    1. Respond quickly and effectively to calls and requests from Troyer’s customers
    2. Deliver knowledgeable product advice/information
    3. Provide logistical information on late trucks, shortages and out-of-stocks
    4. Notify affected customers in the event of product recalls
    5. Coordinate Special Delivery Runs
    6. Communication of marketing events
    7. Create contracts as needed
  1. Inside Sales
    1. Maintain and manage a daily sales call list
    2. Take and ship accurate orders (items and prices)
    3. Inside Sales Telemarketing Blitz
    4. Short-dated and discontinued items sales
    5. Enter credit memos & write pick-ups
    6. Maintain accurate customer data in NAV
    7. Bilingual in Spanish and English (speak and write)
  1. Sales (DSR) Support
    1. Mail to DSRs daily via Troyer’s truck: Order Guides, Booking Events, Mailbox.
    2. Requests for Point of Sale materials
    3. Vacation (PTO) coverage
    4. Coordinate sample requests
  1. Other Duties as Requested

EFFORT:

  1. Able to sit and stand for extended periods of time
  2. Able to correctly retrieve and input data in computer
  3. Work within deadlines and under pressure
  4. Closely examine and analyze information

MACHINES, TOOLS, EQUIPMENT

Computer, Printer, Calculator, Copy Machine, Fax Machine, Telephone, Shredder

SYSTEMS & SOFTWARE

Microsoft Outlook, Excel, Word, Microsoft Dynamics NAV, Fortis, POET

EDUCATION & EXPERIENCE

Well versed in the retail and food service distribution business and associated terminology and in all aspects of customer service and sales communications.

Reasonable accommodations may be made to those who are able to perform the essential duties of the job.  The incumbent must be able to pass any required drug test.  The incumbent must be able to maintain the confidentiality of any information s/he encounters.

CRITICAL SKILLS AND KNOWLEDGE:

  1. Integrity and honesty
  2. Positive attitude and customer-focused
  3. Professional
  4. Team player
  5. Problem-Owner & Problem-Solver
  6. Exceptional verbal and written communicator
  7. Strong organizational skills and the ability to prioritize