Customer Care Team Member

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Cooper-Booth Wholesale Company (CBW) has been in the wholesale distribution business since 1865 when Booth Tobacco Company was incorporated in Lancaster, Pennsylvania. The company continued to grow with the acquisition of Cooper Tobacco and a number of other distributors over the years.

Family owned and operated for three generations, our longevity has been made possible by providing our customers with the best service and value available. Today, CBW is a full-line, full-service wholesale distributor serving retailers in the Mid-Atlantic region, and is recognized as one of the Top 10 leading convenience store wholesalers in the country.

Learn more about CBW at www.cooperbooth.com.

Schedule: Monday - Friday 8:00 AM - 4:30 PM (occasional weekend work as required)

Compensation: $17.00/hour

Essential Duties and Responsibilities:

• Respond promptly to customer inquiries via phone or email in a courteous and efficient manner.

• Efficiently process customer ordering guides, ensuring accuracy and timely completion.

• Identify customer needs, clarify information, research issues, and provide appropriate solutions and alternatives.

• Maintain thorough knowledge of company products, services, policies, and procedures to accurately address customer inquiries and concerns.

• Handle customer complaints, provide appropriate solutions, and follow-up to ensure resolution.

• Process orders and returns accurately, maintaining meticulous attention to detail.

• Direct requests and unresolved issues to the designated resource within the organization, facilitating a swift resolution.

• Document all customer interactions and transactions accurately and comprehensively in the Customer Relationship Management (CRM) system.

• Communicate and coordinate effectively with internal departments to address customer needs and inquiries.

• Review film to resolve issues such as mis-picks and shortages, ensuring accurate order fulfillment.

• Enter special order requests from buyers into the system.

• Continuously seek opportunities for process improvement to enhance the overall customer experience.

• Adhere to company policies and guidelines regarding customer interactions, privacy, and security.

Qualifications and Experience:

• High school diploma or equivalent;

• Proven expeirence in customer service.

• Call center experience, preferred.

• Proficient with Microsoft Office Suite or related software.

• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.

• Strong problem-solving abilities and attention to detail.

• Communicate and correspond with co-workers and management effectively.

• Positive attitude, team player mentality, and a passion for delivering exceptional service.

• Effective oral and written communication skills

• Ability to maintain composure is stressful situations

• Proper sense of urgency with all levels of management and employees

Benefits:

• Complete medical, dental, vision, life, disability, and accident insurances starting the first of the month following 60-days of employment.

• 401(k) after 6 months with 2% employer match.

• Paid Time Off (PTO); starting at 80 hours your first year.

• Paid Holidays

• Employee Assistance Program (EAP) and other mental health benefits available!

• Ability to purchase products from the warehouse at wholesale price.