Farmer Brothers Company

  • Customer Service Representative, National Accounts III

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

    The Customer Service Representative, National Accounts (Level 3) is responsible for providing and excellent customer experience to National and Key Accounts through accurate order entry, attention to detail, tracking orders and problem resolution.


    • Enter orders via EDI, email, and fax for NAM and Kam customers.  Verify high dollar orders for accuracy.
    • 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.
    • Pro-actively identify potential issues in order entry, pricing or deliveries. 
    • 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 back-orders, order changes, reduced lead times, shortages, etc. with other internal departments and customers (if needed).
    • Handle requests for invoices, order acknowledgements and others 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 to the CS team any changes with National/Key accounts.
    • 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. 
    • EDI and JDE Experience is a plus.
    • Extensive computer and order entry experience.
    • Experience in coffee industry or another speciality 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. 


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