Customer Service Representative

Position Overview

Reporting to the Customer Service Manager, the Customer Service Representative's primary responsibility is to serve as the liaison between Gehl Foods, Inc. and its customer base by supporting customer inquiries, complaints and order processing. Additional responsibilities may require providing project oversight and task management to the sales team and executive staff as required to meet operational needs of the organization.

Job Responsibilities

• Answer incoming customer inquires and intake information to assist with order placement, refunds or exchanges.
• Troubleshoots customer complaints and attempts to anticipate any customer issues in order to provide superior service to all internal and external customers.
• Makes recommendations to Customer Service Manager regarding trend information though data collection and repetitive observation in order to anticipate solutions and identify organizational opportunities to capitalize on market changes and adjustments.
• Research & resolve invoice deductions and claims.
• Performs administrative support to Regional Sales Managers in the form of correspondence and report generation, data entry, credit deductions and collections.
• Maintains a robust working knowledge of all products, services, and guarantees to ensure ability to answer questions and troubleshoot problems as they arise during the course of customer and broker interactions.
• Responsible for maintaining positive broker and sales territory relationships to address their product needs to ensure appropriate inventory is available to meet sales requirements.
• Maintains assigned customer and broker records in order to generate reports to efficiently manage assigned workload and territories.
• Contributes to a team and collaborative environment by accomplishing related project or tasks as needed to assist with department workflow and output.
• Ensure that required competencies to carry out these job functions affecting product legality, safety and quality are met in accordance with the Quality Policy and the Global Food Safety Initiative (GFSI) standard.
• Ensure compliance with corporate/plant safety standards and with applicable regulatory requirements while following the company's Good Manufacturing Practices.
• Other duties as assigned.

Minimum Qualifications

• High School or Equivalent Diploma
• 1 years' experience in a high volume call center within the last 5 years
• 2 years Customer Service Experience, ideally in a manufacturing environment
• Demonstrated proficiency using Microsoft Office Tools (Word, Outlook, Excel)
• Superior customer service skills
• Exceptional written, oral and interpersonal communication skills
• Strong organizational skills, detail orientation and ability to multitask
• Demonstrated ability to maintain composure under stressful conditions
• Demonstrated ability to work effectively with diverse populations by promoting and maintaining an inclusive work environment and culture that is respectful and accepting of diversity

Preferred Qualifications

• Bachelor's degree in Accounting, Business Management or related field
• 1 year ERP experience