The Customer Service Representative (Level II) is responsible for providing an excellent customer experience through accurate order entry, providing product information, tracking orders and problem resolution.
Qualify prospects/leads to determine customer needs, offer suggestive sales of products, programs and promotions.
Complete new account set-up, perform account maintenance of existing customers, update and verify customer information for order accuracy.
Enter orders via phone, email, and fax for house or regional customers. Verify orders for accuracy. Determine lead times and freight methods to ensure timely arrival based on customer needs.
Generate new and repeat sales for assigned accounts by providing product and technical information in a timely manner.
Recommend solutions to meet customer expectations.
Interact with customers, primarily via telephone and email; research and resolve issues.
Track shipments, file freight claims for damaged packages and lost shipments.
Increase sales and average order size by cross-selling, up-selling, add-on sales and offering promotional sale items.
Follow a set schedule to contact customers and generate orders.
Participate and assist with various department projects (i.e. surveys, sales blitz, lead generation, etc).
Provide exceptional customer service and timely follow-up.
Participate in proactive team efforts to achieve departmental and company goals.
May perform other duties as assigned.
High School diploma or General Education Degree (GED) required. College Degree preferred.
4+ years of successful phone Customer Service experience required.
Previous wholesale experience preferred.
Extensive computer and order entry experience.
Experience in coffee industry or another specialty food product a plus.
Ability to communicate clearly and precisely with customers in written and verbal form.
Able to maintain a professional demeanor and treat coworkers with courtesy and respect at all times.
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 with the ability to work under minimal supervision.
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Farmer Brothers Company not only prides itself on our products, but we take pride in our employees. We are able to offer competitive wages and benefits. By doing this we ensure that we are able to attract and retain the best talent. We offer competitive benefits which include:
Medical, Dental and Vision insurance plans
ESOP Plan ( Employee Stock Ownership Plan)
Founded in 1912, Farmer Bros. Co. is a manufacturer, wholesaler and distributor of coffee, tea and culinary products. The Company is a direct distributor of coffee to restaurants, hotels, casinos, offices, quick service restaurants (“QSR's”), convenience stores, healthcare facilities and other foodservice providers, as well as private brand retailers in the QSR, grocery, drugstore, restaurant, convenience store, and independent coffee house channels. The Company's product lines include roasted coffee, liquid coffee, coffee-related products such as coffee filters, sugar and creamers, assorted iced and hot teas, cappuccino, cocoa, spices, gelatins and puddings, soup bases, dressings, gravy and sauce mixes, pancake and biscuit mixes, and jellies and preserves. The Company's primary brands include Farmer Brothers®, Artisan Collection by Farmer Brothers™, Superior®, Metropolitan™ , Cain's™ and McGarvey™.
At Farmer Brothers Company we want our employees to succeed…their success is our success.