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Job Info
  1. Job Title: Customer Service Representative
  2. Location: Salinas, CA
  3. Number: 9686
  4. Post Date: 5/11/2017
Job description

POSITION TITLE: Customer Service Representative

POSITION LOCATION: Salinas, CA

POSITION IN THE ORGANIZATION: Reports to the Customer Service & Logistics Manager

PURPOSE OF THE POSITION:

To deliver excellent customer service through fast and accurate processing of orders, proactive communication, and coordinating with other departments to resolve inquires. This position is the first point of customer contact for general inquiries about placing orders, pricing, product availability, etc. Must partner with the commercial team to build and maintain a strong business relationship with customers by providing prompt and accurate service so as to promote customer loyalty.

CLASSIFICATION: Non-Exempt

TARGET START DATE: May 2017

Summary of responsibilities:

1. Respond and follow up on customer requests.

2. Identify, research and resolve customer issues, ensuring effective, long term problem resolution.

3. Support the commercial team through prompt and accurate reporting of information.

4. Other duties as assigned.

Brief description of responsibilities and duties:

1. Respond and follow up on customer requests.

 Process customer orders and order changes according to set procedures and in compliance with customer requirements.

 Provide timely and accurate information to incoming requests from customers such as order status, product information and availability.

 Coordinate with Logistics, Warehousing and Accounting departments to ensure the smooth handling of customer orders.

 Process customer returns according to set procedures.

2. Identify, research and resolve customer issues.

 Identify areas in which internal processes affecting our service level to customers can be improved upon.

 Provide feedback to the Customer Service & Logistics Manager regarding service failures or customer concerns.

3. Support the commercial team through prompt and accurate reporting of information.

 Partner with the responsible sales rep to meet and exceed customer’s service expectations.

 Provide prompt and accurate reporting of information to sales reps and/or management with regard to orders, customer activity, etc.

 Collect and input forecast information from sales reps.

4. Other duties as assigned.

Job profile:

Education / knowledge

 Bachelor’s degree in ag business or business administration preferred.

 Minimum 5 years relevant working experience in the customer service field.

Skills

 Professional, assertive and clear communication skills (verbal and written), including active listening skills

 Proficient in Microsoft Office applications (Outlook, Word, Excel and Power Point), with the ability to learn new applications quickly

 A proven customer relationship builder with excellent interpersonal skills

 Excellent organization and time management skills

 Bilingual – proficient in both the English and Spanish language

Competencies relevant to the position (level 2)

 Cooperation

 Entrepreneurship

 Responsibility

 Communication

 Knowledge acquisition and application

 Planning and organization

 Customer-orientation

 Accuracy

Traits

 A service oriented team player

 Highly dependable and detailed oriented

 Ability to perform well under pressure

 Must maintain high confidentiality

 Shows personal initiative, is flexible and pragmatic, and able to portray and promote a positive image of the company’s vision, mission and values

Independence

 Performs the job / duties independently, under the responsibility of the Customer Service & Logistics Manager

Contacts

 Maintains internal contacts with other departments and external contacts with customers

Working conditions

 Work is performed in an office environment, with frequent use of a computer screen.

 Occasional travel up to 5 – 10%

 Ability to work occasional weekends

 Must possess a valid driver’s license and clean driving record


Equal Employment Opportunity Employer. M/F/D/V.



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