Farmer Brothers Company

  • Customer Service Representative, National Accounts (Level 3)

    Job Locations US-IL-CHICAGO | US-IL-NORTHLAKE
    Job ID
    2018-2389
    Category
    Customer Service
  • Overview

    Ensure satisfactory customer experience for National and Key Accounts through accurate order entry, attention to detail, tracking orders and problem resolution. The duties listed portray in general terms the type and level of work performed and are not intended to be all inclusive.

    Responsibilities

    • Enter orders via EDI, email, and fax for NAM and KAM customer. Verify orders for accuracy for high dollar orders. 
    • Oversee orders from the order entry to delivery. Determine lead times and freight methods to ensure timely arrival based on customer needs/contracts.
    • Knowledgeable about the company, products, terminology, shipping methods and internal processes. 
    • Proactively identify potential issues in order entry, pricing or deliveries. 
    • Willing to assist others when needed. 
    • Interact with customers, primarily via telephone and email; research and resolve issues. 
    • Track shipments, file freight claims for damaged packages and lost shipments. 
    • Handle all incoming customer complaints and communicate to NAM/KAM and internal teams as needed. 
    • Communicate backorders, order changes, reduced lead times, shortages, etc. with other internal departments and customers (as needed).
    • Handle requests for invoices, order acknowledgements, etc. as needed. 
    • Work with Account team to ensure accuracy of account setup and pricing. 
    • Work with cross functional teams on credits/bill only.
    • Participate and assist with various department projects (i.e. surveys, sales blitz, lead generation, etc.).
    • Provide exceptional customer service and timely follow-up.
    • Communicate clearly and precisely with customers in written and verbal form. 
    • Communicate to CS team changes with National/Key accounts. 
    • Participate in proactive team efforts to achieve departmental and company goals. 
    • Maintain a professional demeanor and treat coworkers with courtesy and respect at all times.
    • Other duties as assigned. 

    Qualifications

    • 4-5 years of successful phone Customer Service experience required – wholesale experience preferred. 
    • Handling of National Accounts experience is a plus. 
    • EDI and JDE Experience is a plus. 
    • Extensive computer and order entry experience. 
    • Experience in coffee industry or another specialty food product (nice, but not required).
    • College Degree is a plus.
    • Accuracy and attention to detail. 
    • 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. 

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