Customer Service Representative

JOB SUMMARY The Customer Service Representative is a key member of the Supply Chain team and provides daily first-line interactions with our customers. Duties include order entry; resolving customer issues; and providing product information, pricing, and availability to customers. Working closely with the Sales, Production, Shipping, and Quality Assurance teams to achieve superior customer service goals. DUTIES & ESSENTIAL JOB FUNCTIONS: • Receives customer orders by email and EDI. Accurately processes these orders to allow for proper manufacturing, distribution and invoicing. • Works with Sales, Production, Purchasing, Shipping, and Quality Assurance departments to schedule orders for manufacture and achieve customer requested delivery dates. • Communicates timely with customers on any issues, changes or delays with their orders. • Resolves customer issues and addresses inquiries related to orders, availability, delivery dates, shipment delays, etc. • Collaborates with other internal departments and colleagues, as needed, to promptly resolve any customer complaints. • Provides specification information to customers on finished products. • Supports marketing campaigns and product launches. • Accurately uses and maintains Sage X3 system to allow for accurate pricing and invoicing for all orders. • Presents a professional demeanor to customers, visitors, and staff at all times. • Uses reason and emotional intelligence to help identify and resolve customer complaints or concerns. • Identifies best practices for optimal customer service performance. • Builds effective relationships and trust with customers and potential business partners. OTHER FUNCTIONS AND RESPONSIBILITIES: • Works with Sales team on pricing adjustments and communication to our customer base. • Follows-up on delinquent accounts as needed. • Trains new customer service employees as requested. • Assists in implementation of new computer systems / upgrades. • Follows all safety and food safety Company protocols. • Reports all safety or quality problems to management, QA, and SQF practitioner. • Performs other duties as assigned. QUALIFICATIONS and COMPETENCIES: REQUIRED: • Minimum 4 years of experience in a manufacturing or related customer service field. • High school diploma or equivalent required. • Excellent verbal and written communication skills. • Excellent customer service and interpersonal skills. • Ability to work in a high-pressure office situation. • Proficient in customer order computer processing systems; Microsoft Office (specifically Word and Excel). PREFERRED: • Experience with ERP system use and maintenance. • Associate or Bachelor degree preferred. COMPETENCIES: • Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments. • Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things. • Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics. PHYSICAL DEMANDS AND WORK ENVIRONMENT: WORK ENVIRONMENT:Hours are Monday – Friday, 8:00 – 4:00 and additional days/hours as needed. Hybrid / Remote position with a minimum of 2 days per week onsite at Star Kay White facilities in Congers, New York. Initial on-site training period required full time in office. PROVISION OF ABSENCE: All accounts have a designated Customer Service Representative and a back-up CSR assigned. The assigned Sales executive will be responsible if a CSR is not available. • Frequently required to stand and walk. • Continually required to sit. • Continually required to utilize hand and finger dexterity. • Occasionally required to climb, balance, bend, stoop, kneel or crawl. • Continually required to talk or hear. • While performing the duties of this job, the noise level in the work environment is usually moderate. • The employee must occasionally lift and/or move up to 10 pounds. • Specific vision abilities required by this job include: close vision. The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Final offer amounts are determined by multiple factors including skills, depth of work experience, and relevant licenses/credentials; and may vary from the pay range listed below. Star Kay White is an E-Verify, affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, disability, age, sexual orientation, gender identity or expression, transgender status, national origin, military/veteran status, citizenship status, predisposing genetic characteristics, familial or marital status, or status as a victim of domestic violence, prior arrest or conviction record, or other impermissible basis. Star Kay White is committed to providing equal opportunity to individuals with disabilities in employment. To request a reasonable accommodation, contact Sue Spillane, Director of Human Resources, at (845) 268-2600 ext. 244. Must be 18 years or older to apply. Must be authorized to work in the Unites States. We are unable to sponsor or take over sponsorship at this time. Job Type: Full-time Pay: $45,000.00 - $65,000.00 per year Benefits: • 401(k) • 401(k) matching • Dental insurance • Flexible schedule • Health insurance • Paid time off • Vision insurance Work Location: In person Apply tot his job Apply To this Job