Bilingual Customer Service Representative - Cantonese/Mandarin/English

Prime Source Foods, New England's largest independent distribution center, is seeking a dedicated and bilingual Customer Service Representative to join our dynamic team. This role offers an exciting opportunity to be a key point of contact for our diverse customer base, ensuring exceptional service and support in a fast-paced distribution environment. If you are passionate about customer satisfaction and fluent in Cantonese, Mandarin, and English, we invite you to apply and become part of our growing organization.

If you are committed to creating positive customer experiences and thrive in a multicultural environment, we encourage you to apply!

• Answers and fields inbound phone calls and follows up with each call until a Sales Representative receives it. 
• When the Sales Representative is out on vacation or busy, we will take orders from existing customers, including  
• (a)      Keying orders into order entry from sales notes or by phone from the customer.     
• (b)      Provide pricing to customers from Sales prepared sheets.  
• (c)      Assist sales Representatives in making new sheets.    
• (d) Takeover handling will call only customers from Sales Representatives upon request. 
• Tracks delivery shortages to assigned accounts on a spreadsheet, including communicating with a Sales Representative to ensure the Representative contacts customers before delivery. 
• Performs account maintenance by processing account information such as address changes and statement requests. 
• Process returns from previous deliveries by referring them to the respective Sales Representative and following other department policies and procedures. 
• Handles customer complaints appropriately, including carefully listening to customer complaints with respect and professionalism, and knowing when to forward customer complaints to the Sales Department. 
• Reports working punctually and regularly as scheduled. 
• Builds and maintains positive relations with coworkers. 
• Makes customers and their needs a primary focus of one’s actions, including developing and sustaining upbeat customer relationships.
• Possesses, acquires, and maintains the technical or professional expertise required to do the job effectively and create effective customer solutions. 
• Perform other duties as assigned.

Work Environment and Physical Requirements

• Must be fluent in both English, Cantonese, and or Mandarin; must read, write, and speak. 
• Must be able to be physically onsite (Londonderry, NH). 
• Must be authorized to work in the U.S., as we are unable to sponsor or take over sponsorship.
• Must be flexible - able to work 8:30 AM - 5 PM, Sunday to Thursday or Monday to Friday, depending on the needs of the Sales Dept.
• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.
• Frequent use of a keyboard, mouse, multiple monitors, and other standard office equipment. Ergonomic desks are installed to avoid periods of prolonged sitting. 
• There is occasional daily phone use and team video meetings.

Preferred Qualifications/Skills

• Excellent customer service skills, including proper phone etiquette, ability to identify customer needs, passion for excellence in treating and caring for customers, practice listening skills, and handling complex customer complaints. 
• Strong keyboard skills with familiarity with Windows-based computers, including knowledge of Open Office and building and maintaining spreadsheets. 
• Strong organizational skills with the ability to multitask and independently manage multiple work tasks in a fast-paced environment. When working on a project, any inbound phone call must be prioritized. 
• Team player, proactive, detail-oriented, and focused on results. 
• Willingness and ability to work flexibly and occasionally overtime when needed. 
• Ability to maintain a professional, positive, and friendly attitude in a busy environment. 
• Ability to proactively assist the Sales Department when they are out on the road in prospecting and customer service. 
• Ability to maintain confidentiality. 
• Excellent written and verbal communication skills. 
• Must be proficient in Excel.
• Food Service experience is preferred but not required.

The Prime Example:

Our MISSION is to meet our customers’ needs by providing cost-competitive center-of-the-plate products with flexible and efficient distribution services.

Our VISION is to be New England’s most valued provider of center-of-the-plate products through superior sourcing practices, product knowledge, and service options.

Our VALUES and success rely on relationships built on trust, fairness, respect, honesty, and teamwork.  

Perks at its Prime: You’ll enjoy great employee appreciation perks, including annual employee outings and events, employee appreciation days, Holiday Parties, volunteer opportunities, and more! In addition to our exceptional culture and career growth opportunities, you’ll also be eligible to receive these great benefits:

• Medical, Dental, and Vision Insurance
• $25,000 company-paid Life Insurance with w/option to purchase additional coverage
• Voluntary Life, AD&D, Long-Term and Short-Term Disability
• Permanent Life, Cancer, and Accident Insurance
• HSA, Flexible and Dependent Care Spending Account
• 401(K) with a weekly employer match
• Employee Referral Incentive
• Paid Time Off
• Employee Purchase Program – Quality products at a discount ($1.00/case over cost)
• Safety Shoe Program (qualifying positions)
• Employee Assistance Program (EAP)
• Turkey for Thanksgiving
• Ham for Easter and Christmas

Apply now and be a part of a company committed to delivering exceptional service above all else. For more information about who we are and what we do, visit primesourcefoods.biz.