Customer Service Representative

Company: Alto-Shaam, Inc.
Location: Menomonee Falls
Posted on: November 22, 2021

Job Description:

JOB SUMMARY (BRIEF): Under the direction of and reporting to the Customer Service Manager, the Customer Service Representative will audit and interpret incoming orders, enter orders into the company ERP (TCM) system, answer call center phones, and respond to customer inquiries. This individual will work closely with the outside regional sales management team to promote customer relationships and ensure customer satisfaction in balance with Alto-Shaams brand image of Best in Class customer experience. This employee is expected to have a high degree of communication ability to effectively engage with others and resolve problems with the use of facts and data and/or appropriate conflict resolution skills. All tasks to be completed on time and professionally with minimal errors. RESPONSIBILITIES: Enforce Alto-Shaam company order policies by auditing, analyzing and interpreting incoming orders covering a wide scope of company products. Accurately process orders into company ERP system, and manage adjustments based on written customer change requests. Engage in communications and activities that promote customer relationships and ensure customer satisfaction in balance with Alto-Shaam brand image of Best in Class customer experience. Serve as primary customer service contact for regional dealers, manufacturer representatives, and end users. Handle call center inquires in a timely professional manner, following call center scripts when applicable. Resolve customer complaints while consistently enforcing company policies seeking a win-win resolution balancing the organizations financial goals with customer needs. Maintain records and files in accordance with document retention policies. Execute administrative responsibilities (i.e. specification credit enforcement, vendor applications, tax-exempt forms, non-disclosure agreement, contracts, and other sales policy enforcement). Participate in cross-functional activities to ensure customer satisfaction and company success engaging manager for guidance. Comply with all quality and safety regulations, departmental, company policies, and procedures. Perform other functional activities as required. COMPANY CORE COMPETENCIES: Action oriented Taking initiative and driving results Priority setting Continuous improvement Problem solving Timely and quality decisions Functional/Technical skills Process management Comfort around higher management Integrity and trust Perseverance and perspective Self-Development REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES: Professional verbal and written communication skills Confident phone skills which include prompt, courteous, and efficient handling of calls Ability to multi-task, prioritize and manage time effectively Ability to deal with stressful situations and maintain positive behavior Ability to work independently with little supervision, as well as cross functionally in a team environment Working knowledge of computer software including Excel, Word, PowerPoint, Outlook, TCM and CRM EDUCATION AND EXPERIENCE: Associates degree in business or 2+ years of equivalent business-to-business experience. Minimum 2 years of customer service experience. WORKING CONDITION: General office environment. 10% travel required.

Keywords: Alto-Shaam, Inc., Milwaukee , Customer Service Representative, Hospitality & Tourism , Menomonee Falls, Wisconsin