Farmer Brothers Company

  • Customer Service Representative II

    Job Locations US-IL-NORTHLAKE
    Job ID
    Customer Service
  • Overview

    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. 
    • Ability to multi-task.


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