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Customer Service Representative

Company: Bigelow
Location: Fairfield
Posted on: May 3, 2021

Job Description:

SummaryThe Customer Support Specialist role is responsible for all aspects of the consumer & B2B customer journey, as well as coordinating with internal stakeholders such as Sales, I.T. and Finance. This is a new role with the primary responsibility of delivering a professionally seamless and consistent consumer & B2B customer experience across all touchpoints on behalf of Bigelow using the Company's voice, demonstrating our values and Company's mission statement. Ability to drive process improvements leading to exceptional experience for customers and stakeholders.Specific duties also include managing and supporting systems, within above mentioned areas such as a Customer Relationship Manager (CRM), Salsify, 1WorldSync, SmartWeb Order System, EDI, Retail Link, iTradeNetwork. Respond to inquiries via phone, e-mail, and letters, as well as engaging on social platforms as it pertains to consumers. Provide accurate information to consumers & customersReport to Customer Service Manager, working with the customer service team on any issues or trends concerning Bigelow products or services. Essential Duties and Responsibilities include the following. Other duties may be assigned.Consumer Services & Call CenterProvide written and verbal responses by phone to our consumers inquiries and complaints under the guidance of senior management and team leadership members. Input all consumer correspondence, phones, emails and letters, as well as any Social contacts (Facebook; Instagram; Twitter) into the CRM system. Support Marketing in their branding initiatives on all social platforms.Respond to all Ecommerce consumer questions and comments as well as monitoring consumer feedback across various platforms. (i.e., Amazon Seller Central/ Vendor Central as well as Bigelow website).Provide consumer support for Call Center including website and phone order entry/management.Work with Call Center Supervisor and team on reporting, analyzing ordering trends, and assisting with consumer ordering improvements.Mail out consumer response letters with appropriate enclosures daily, per procedure.Respond to e-mails received via web page and download into company's CRM system. Forward any correspondence to the appropriate department and follow up as necessary. Work directly with Consumer Service Supervisor to update question and answer information utilized by department in CRM as well as Consumer Service General Drive and SharePoint.Support Quality and Manufacturing teams with investigations of consumer complaints. Process all returns from consumers that require additional follow-up in the Laboratory/Quality or Manufacturing. Processing of all returns must be handled according to policies in place.Maintain rolling reports for Flavor/Defects received back from consumers for evaluation, as well as maintain Hot Topics board/log to stay current on follow-up and pending items.Handle any special projects/reports assigned by the Consumer Services & Call Center Supervisors.B2B Customer ServiceDepartment & Systems Support:Monitor and support daily work assignments of Customer Service Representatives related to order entry, billing, return goods authorizations, shipment tracking as well as SmartWeb Order Entry System, Salsify, EDI, Retail Link, iTradeNetwork, and other applications.Work closely with the IT Department on requirements for current systems and implementation of future systems.Maintain a good understanding of product, warehouse transportation and plant issues.Alert Department Manager to all major customer and warehouse issues daily.Company store including ordering product, fulfillment, and provide spreadsheet with payroll deductions and personal checks.Order Processing:Process customer orders received via EDI, fax, email, iTradeNetwork, web, and telephone into LX Webtop within 24 hours of receipt.Monitor shipping and arrival of orders to ensure timely and accurate delivery daily.Follow through with all customer issues that may arise to ensure prompt and efficient resolution.Other:Act as a support to department manager for maintaining basic pricing updates, administration of the promotion and item substitution processes, and review RMA reports prior to end of month to ensure accuracy.Work with Sales and Finance to implement price increases.Completing Supplier Forms requested by customer.Track processes and prepare reports for management detailing quality of departmental actions as well as KPIs.Ability to work in a variety of systems such as Office Suite (advanced Excel preferred), ERP, CRM, etc.Create spreadsheet with BOLs, POs, and donations.Other duties as assigned by the Customer Service Manager.QUALIFICATIONSTo perform this job successfully, candidate must have superior communication (listening, verbal, & written) and relationship-building skills. The individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Ability to work well with all levels of corporate leadership to provide appropriate oral and written responses to consumers from multiple channels, primarily e-mail and phone with the addition of Company website and social media. Strong analytical skills a must.Customer-centric attitude and aptitude for consumer facing role.Experienced in working effectively on cross-functional teams to achieve common goals, with proven ability to think critically to solve problems.Ability to meet deadlines and completion of daily workflow while demonstrating professionalism under pressure.Customer Service experience in a CPG environment a plus.Ability to deal with highly sensitive and confidential information and to think objectively, based on the larger picture.Ability to work under pressure and maintain a positive attitude, while prioritizing and executing tasks.Successful candidate will value our consumers and thrive in a family company environment.Experience in Social Media landscapes a plus.Education and/or Experience Bachelor's degree (B.S.) or equivalent from four-year College preferred or minimum 5 years of related experience. Computer knowledge of the following programs is essential: Microsoft Suite (Excel, Word, PowerPoint); Additional computer skills will be mandatory in this position and training will be made available for CRM, ERP, and reporting systems.Language SkillsForeign language (Spanish) proficiency a plus, but not required.Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Keywords: Bigelow, Fairfield , Customer Service Representative, Other , Fairfield, Connecticut

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