Description

Job Title: CUSTOMER SERVICE REPRESENTATIVE Reports to: Supervisor of Customer Service - Orders

Cost Center: 940 Department: Customer Service – Domestic

Work Schedule: Full time, Mon-Fri Work Location: Fresno, CA.

Job Description:

This is a full-time position located at Sun-Maid Growers of California Corporate office (Fresno, CA). 

The Customer Service Representative will become the Subject Matter Expert for the assigned accounts they manage, within the Domestic Retail Channel. This individual will demonstrate exceptional commitment to their accounts as they interact with our most strategic partners, handling orders and resolving issues, in alignment with our commitment to unparalleled customer service. Must be an open communicator, collaborator, self-starter, and fast learner who is able to prioritize their workload throughout the day and complete their tasks in a timely manner. This position will report to the Supervisor of Customer Service - Orders. Proper training will be provided in all areas to assure success.

Essential Job Duties:

(Essential functions are the reason a position exists and encompass the fundamental tasks an employee must be capable of executing, whether or not reasonable adjustments are needed. When determining the importance of a function, consider factors such as; whether the function aligns with the primary purpose of the position, and the level of expertise or skill necessary to execute the function.)

90% Order Processing

•  Become the subject matter expert (SME) for all assigned customer accounts

• Work with Customers, Brokers, Sales and Supply Chain to resolve pricing and promotional discrepancies 

• Communicate with Brokers, Sales, Supply Chain & Customers to resolve service & inventory related situations

• Communicate with warehouse network regarding stock shortages, lead times, or other service-related issues

• Set up new customers and collaborate with cross-functional teams ensuring proper levels of business service

• Research and Process credit and debit invoices

• Run reports and follow up daily on open orders 

• Back up team members for assigned accounts

Ancillary Job Duties:

(Refers to secondary or supporting tasks and responsibilities that are not considered primary or essential for a particular job. These job duties can include tasks that are helpful, but not critical to job performance.)

10% Deductions

• Match customer claims with back up data

• Obtain deduction backup utilizing customer’s web-portal or by requesting from the broker or customer directly 

• Work with Sales Operations and Broker to identify and validate deductions

• Make sure Broker is following up on invalid deductions for pricing and promotions 

• Send repay letters on deductions not related to pricing and promotions

• Keep leadership advised on any ongoing issues

Requirements

Education and Experience:

• Minimum AA degree preferred

• Minimum 2 years in Customer Service - preferably in Grocery, Manufacturing, Hospitality and/or Retail role

Licenses and Certificates:

• N/A