Key Account Customer Service Rep

Job Details

Level: Entry

Job Location: NORTHLAKE, IL

Position Type: Full Time

Education Level: High School or GED

Salary Range: Undisclosed

Travel Percentage: None

Job Shift: Day

Job Category: Customer Service

Description

Key Account Customers depend on the Key Account Customer Specialist (KACS) as their main point of contact every day. The KACS is tasked with addressing moderately complex issues and escalating to the Customer Service Manager if necessary. Client problems are dealt with professionally to ensure resolution following established protocols. Efficient management of all account orders is a key focus. Collaboration with cross-functional teams is upheld to offer exceptional customer service. Additionally, support is given to sales and internal teams as required.

Responsibilities

• Manage and process orders for Key Accounts and other assigned accounts by the KACS Team ·
• Verify order accuracy including lead time, pricing, ship to location, and minimum requirements ·
• Supervise orders from entry to delivery, including tracking and invoicing ·
• Proactively identify potential issues in order entry, pricing, and deliveries ·
• Communicate backorders, order changes, reduced lead times, shortages, etc. with Sales, internal departments, and customers ·
• Facilitate documentation such as COA's, Nutritional, Spec Sheets ·
• Collaborate with Account team to ensure accuracy of account setup and pricing. ·
• Deliver exceptional customer service and timely follow-up ·
• Resolve customer issues effectively ·
• Perform other duties as assigned to support our Internal/External customers

Qualifications

Education and Experience

• High School diploma or General Education Degree (GED) required.

• College Degree preferred. ·

• 5+ years of successful phone Customer Service experience. ·

• Previous wholesale experience preferred. ·

• EDI and JDE Experience is a plus. ·

• Extensive computer and order entry experience. ·

• Experience in coffee industry or another specialty food product a plus.

Personal & Professional Skillsets

• Ability to communicate clearly and precisely with customers in written and verbal form.

• Able to maintain a professional demeanor and treat coworkers with courtesy and respect at all times.

• Accuracy and attention to detail.

• Demonstrate interpersonal skills and positive attitude.

• Accurate keyboarding and math skills.

• Team oriented problem solver who takes ownership of their work.

• Excellent communication skills, verbal and written and strong customer service skills.

• Self-motivated with the ability to work under minimal supervision.

• Willing to assist other when needed.

• Ability to multi-task.