Customer Service Representative
Sabater USAPosition Summary The Customer Service Representative is responsible for responding to customer inquiries by telephone, email, or chat. The Customer Service Representative provides exceptional customer service and support, with a focus on engagement with Sabater’s network of customers, specifically, blends, botanicals, and spices. This consists of availability, prompt order entry, shipment, proactively reporting on the status of orders and product price quotations, lead-time requests, and providing shipping and invoicing information. Resolve routine and basic problems and communicate solutions or requested information to the customer. Essential Duties and Responsibilities Ensure that incoming phone calls and emails are answered in a timely manner. Maintain database of Open Orders. Verify with internal team of the day’s order shipments. Develop and maintain relationships with customers, ensuring their satisfaction with our products and services. Make outbound calls to Sabater’s “House Accounts,” ensuring they are satisfied with their product by ensuring that every customer receives at least one call every 6 months or as needed. Provide support to Sales Managers. Create all customer contracts for Sales Managers as needed. Set up new customer accounts as needed. Provide quote for “House Accounts” from Request for Quote (RFQ) utilizing current price book or consulting with the President. Ensure all incoming inquiries and orders are processed in a timely manner (product, product specifications, pricing, shipping information, etc.). Also includes, but not limited to, verifying inventory levels, processing credit card payments, ensuring Purchase Order’s pricing matches quotes provided by Sales Managers, etc. Allocate orders using database (MYOB) and communicating with Warehouse Manager. Ensure customer contracts and/or agreements, terms & conditions, Certification of Insurance, and all other applicable documents are provided to the customer. Credit applications and/or credit card transactions with the company are sent to accounting. Refer to Sales, Purchasing, Operations, QC, Shipping, and other departments in a collaborative manner, with the goal of meeting the customer’s product order, product specifications and delivery time – all while improving the customer experience. Work directly with the Technical Director to ensure product meets customer’s specifications, necessary testing, and requested documentation (e.g., Certificate of Analysis). Provide updates to internal team on customer needs and factors that contribute to customer satisfaction. In coordination Sales Manager, Technical Director, and Purchasing Manager, help resolve any customer issues (product returns, pricing discrepancies, etc.) via a Return Authorization. On a monthly basis (by the second week of each month), for customers who request it, provide customers with their orders pulled to-date according to their contact terms. Maintain and manage database for all customer contracts. New customer contracts confirmed through respective personnel. Maintain database of Open Orders. Develop a solid understanding of inventory and product line. Use knowledge of products and services to answer inquiries or to forward to the appropriate staff. Develop a solid understanding and awareness of production needs, slowdowns, peak seasons, etc. Attend and present status updates of all Open Orders at weekly Production Meetings and as needed. Provide lost sales report, sales-related reports and/or other reports to upper management as needed. Provide guidance and support to new team members. Provide regular updates to management and purchasing departments regarding the levels of on-stock material and anticipate shortages or low stock situations to ensure timely replenishment. Assist Accounting team in communication to customers for payment as needed. Performs other duties as assigned. Supervisory Responsibilities None Minim…