Job Description

The Customer Service Representative (CSR) is responsible for answering customer phone calls and daily customer order administration of all order types for BUNN customers. Position is responsible for entering, maintaining, and managing customer orders submitted via multiple channels.

DUTIES AND RESPONSIBILITIES

• Answer customer phone calls in a timely, professional, and efficient manner;
• Accurately and efficiently processes quotes and customer orders of all order types through all methods of with an elevated level of professionalism;
• Responsible for appropriate application of and maintenance of all necessary export authorizations and documentation;
• Monitors order status reports, and inventory levels, and communicates with customers on expected ship dates;
• Communicates with customers in a professional, patient, and courteous manner to resolve issues related to the order process;
• Resolves any current or emerging issues that customers might face with accuracy and efficiency and providing appropriate solutions and alternatives;
• Identifies and assesses customer needs to achieve satisfaction;
• Communicates with internal and external customers regarding returns status and activity;
• Monitors areas of concern on an on-going basis and follows up with team responsible;
• Responsible for documenting all customer communication in Salesforce;
• Uses discretion in maintaining confidential information;
• Effectively communicates, both verbally and in writing, with team members at all levels within the organization;
• Handles multiple assignments and project load;
• Participates in the company quality improvement and lean processes;
• Performs special projects, assignments, or other duties as requested.

QUALIFICATIONS

Associate’s degree with a focus in Business or related field or equivalent, relevant experience required. Experience with SAP software is preferred; experience with Salesforce is a plus. Minimum three to five years’ experience in customer service is preferred. Ability to manage phone calls and emails surrounding customer orders accurately and efficiently.

Other requirements include strong written and phone contact handling skills; active listening; the ability to research and analyze as a manner of problem-solving; ability to handle simultaneous requests; ability to effectively work cross-functionally, independently, and with strong collaboration skills; detail-oriented with the ability to rapidly learn and communicate new process recommendations and technologies; ability to identify issues/opportunities and recommend solutions; confident; committed; accountable; ability to make decisions; professional written and verbal communications skills; proficiency in Microsoft Office software; well-organized; ability to remain calm, set priorities, manage time effectively; complete work on time and within budget; well-developed interpersonal skills.

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