What are the responsibilities and job description for the Customer Service Representative II position at Farmer Brothers?
Job Details
Level: Experienced
Job Location: 137-Northlake - NORTHLAKE, IL
Position Type: Full Time
Education Level: High School
Salary Range: Undisclosed
Travel Percentage: None
Job Shift: Day
Job Category: Customer Service
The Customer Service Representative II is responsible for ensure outstanding customer experience through accurate order entry, providing product information, tracking orders and providing problem resolution.
Essential Functions
- Answer incoming customer phone calls and take appropriate action for each call
- Enter and verify accurate orders via phone, email, and fax for customers
- Determine lead times and freight methods to ensure timely arrival based on customer needs.
- Offer suggestive sales of products, programs and promotions as needed.
- Interact with customers, primarily via telephone and email; research and resolve issues.
- Participate and assist with various department projects (i.e. surveys, sales blitz, lead generation, etc.).
- Maintain customer satisfaction through timely follow-up using clear and professional verbal and written communication.
- Participate in proactive team efforts to achieve departmental and company goals.
- Maintain a professional demeanor, treat internal and external customers with courtesy and respect at all times.
Education & Experience
- Minimum High School or GED
- Minimum 2 year of extensive computer and order entry experience
- Preferred 3 year call center experience
- Preferred 3 year previous customer service experience in a wholesale environment
- Preferred experience in coffee industry or another specialty food product
Knowledge, Skills, and Abilities
- Accuracy and attention to detail.
- Consistently demonstrate interpersonal skills and positive attitude.
- Accurate keyboarding and math skills.
- Team oriented problem solver who takes ownership of their work.
- Excellent communication skills, verbal and written and strong customer service skills.
- Self-motivated individual with the ability to work under minimal supervision.
- Ability to multi-task.
Customer Support Specialist (Hybrid)
Customer Service Manager -
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