Job Title: Customer Service Representative

Job Description

We are seeking a dedicated Customer Service Representative to answer customer calls in a prompt, friendly, and professional manner. You will interface with customers through telephone, electronic communication, or face-to-face interactions. Your role will also involve assisting in increasing sales and profitability for each account by suggesting new and complementary products and participating in sales promotions. You will optimize fill rates by providing substitutions for out-of-stock or discontinued items and escalate customer information, problems, needs, and requests to the customer service manager when necessary. Additionally, data entry tasks such as processing customer orders in the internal system, light filing, reception, and other office management tasks will be required.

Responsibilities

• Answer customer calls promptly and professionally.
• Interface with customers via telephone, electronic communication, or face-to-face.
• Assist in increasing sales and profitability by suggesting new and complementary products.
• Participate in sales promotions.
• Optimize fill rates by providing substitutions for out-of-stock or discontinued items.
• Escalate customer information, problems, needs, and requests to the customer service manager as necessary.
• Process customer orders in the internal system.
• Perform light filing, reception, and other office management tasks.
• Field process 15-20 customer calls/orders per day.

Essential Skills

• Customer service experience
• Data entry proficiency
• Inbound call handling
• Proficiency in Microsoft Office, especially Outlook
• Excellent communication skills
• Bilingual in Spanish is a plus

Additional Skills & Qualifications

• High school diploma, GED, or equivalent
• 2 years of customer service experience
• 2 years of data entry experience or computer literacy
• Outgoing personality with an eager attitude to help others

Work Environment

The position requires working in the office for five days a week from 7 am to 4 pm, with a 1-hour unpaid lunch. There is flexibility to take a 30-minute lunch and adjust arrival or departure times accordingly. The company maintains a family-oriented atmosphere despite being acquired by a larger company, fostering a close-knit environment with office staff, delivery drivers, and customers. Many customers are Spanish-speaking, making bilingual skills highly advantageous.