Call Center Representative

As a leader and innovator in the snack food industry for over 50 years, J&J Snack Foods provides branded snack foods to foodservice and retail supermarket outlets across the U.S. Its products include such icons as SUPERPRETZEL, ICEE, and Dippin’ Dots along with other key brands like LUIGI’S Real Italian Ice, The Funnel Cake Factory Funnel Cakes, and Hola Churros. J&J also has a strong presence in bakery providing cakes, cookies, and pies to some of the largest grocery and convenience retailers in industry. Our company continues to deliver record sales led by a talented team and a commitment to “Fun Served Here”.

POSITION SUMMARY:   We are the first line for our customer whether it be via email or through the phone.  We are responsible for answering and directing calls, placing orders, answering emails, tracking orders, and assisting our sales team. 

• ESSENTIAL FUNCTIONS: process orders 

• answer calls and respond to emails  

• handle customer inquiries both telephonically and by email 

• research required information using available resources 

• manage and resolve customer complaints 

• provide customers with product and service information 

• enter new customer information into system 

• identify and escalate priority issues 

• route calls to appropriate resource 

• follow up customer calls where necessary 

• document all call information according to standard operating procedures 

• log packages received 

• produce call reports 

• provide daily support and assistance to Regional Managers  

• contact all DDD customers weekly 

• maintain DDD call list weekly 

• investigate/process credit requests 

• maintain complete information on all product credits  

• Track shipments daily & communicate with carriers  

• Ability to learn and understand equipment components, equipment ordering procedures and the forms associated with those orders. 

• Monitor all equipment orders; documenting order activity to keep everyone informed and up to date on the progress of equipment orders 

• Handle customer inquiries both telephonically and by email 

      Inquiries ([email protected], Contact Us Rcvd, Phone) 

• Catered events 

• New business 

• Allergen/Nutritional Info 

• Website questions 

• Storage/Maintain product  

• Promotions 

• Franchise locations 

• Research required information using available resources 

• Manage and resolve customer complaints 

• Provide customers with available shipping methods & transit time information 

• Identify and escalate priority issues 

• Investigate/process credit requests 

• Maintain complete information on all product credits  

• Follow-up required on all correspondence in a timely manner 

• Provide website technical support  

• Will run reports and enter the Internet Transfer orders for KY on a weekly basis and for CA on a period basis. 

• Will enter and assist with International orders.  

COMPETENCIES: Computer Skills, Communication Skills 

EDUCATION AND EXPERIENCE: High School or High School equivalent 

Required Education:  Entry level 

Required Experience:  Customer Service/Call Center 1-2 years 

TRAVEL REQUIREMENTS: None 

Job Analysis/Job Description Physical Activities Checklist 

Job title:  

Disclaimer: This position description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

EEO Statement: J&J Snack Foods Corp.is an equal opportunity employer and prohibits discriminatory employment actions against, and treatment of, employees and applicants for employment based on actual or perceived Federal, State and local laws that prohibit employment discrimination on the basis of race, color, age, national origin, ethnicity, alienage, religion or creed, gender, gender identity, pregnancy, marital status, sexual orientation, citizenship, genetic disposition or characteristics, disability or veteran's status, sex offenses, prior record of arrest or conviction, genetic information or predisposing genetic characteristic, status as a victim or witness of domestic violence, sex offenses or stalking and unemployment status.