Customer Service Representative

The basic role of the Customer Service Representative (CSR) is to serve as the primary service and order processing contact. The CSR interacts with customers and brokers to ensure accurate data entry, pricing, and promotional data, and works closely with operations, logistics and materials staff to ensure product availability and timely delivery of orders. This position is also responsible for greeting customers/visitors at the front desk and for maintaining company communications, including the switchboard, fax, incoming and outgoing mail. Provides direct support to the Sales, Logistics, and Warehouse Departments.

Duties and Responsibilities

The principal responsibilities of the CSR shall consist of, but are not limited to the following:

• Ensures prompt and accurate entry into the order processing system, verifying ship dates, shipping method, pricing, and promotional structures. Timely entry of order changes/cancellations and notification of proper personnel of specific needs and changes.
• Ensures that all information required to initiate, maintain, and complete a customer account relationship is provided in a timely manner in accordance with departmental policy.
• Provides information to Sales Management on customer needs, likes, dislikes, and potential sales opportunities to promote continued sales growth and profitability.
• Supports the promotion of the company image by exercising sound & ethical sales practices.
• Provides support to other CSRs and sales departments in accordance with departmental procedures.
• Maintains continuous communication with Logistics Supervisor and other CSRs.
• Maintains open communication with operations, logistics, and materials departments to ensure timely delivery of customer orders.
• Helps in identification of potential customers.
• Maintains accurate records of open/pending customer issues.
• Demonstrates the analytical skills necessary for accurate order processing, sales reporting, and other departmental analysis.
• Assists in distribution of sales departmental correspondence, price lists, and product information.
• Responds to consumer inquiries and requests in a timely and professional manner in accordance with departmental procedures.
• Demonstrates behaviors in accordance with the 30 Fundamentals of the Huntsinger Way.
• Demonstrates satisfactory product knowledge to effectively answer inquiries from customers.
• Continues to maintain and update personal knowledge of our various products and the industry.
• Displays resourcefulness and creativity in problem solving.
• Participates in continuing education.
• Responsible for front desk activities including attending to all walk-in customers and answering incoming phone calls with a friendly and courteous attitude.
• Ensures that the Visitor and Contractor Log at the front desk is filled out correctly.
• Ensures that switchboard coverage is always maintained throughout the business day. Makes recommendations to supervisor if additional coverage is needed.
• Sorts and distributes all incoming mail, when needed.
• Continues to maintain the highest standards of customer service and continually strives to improve efficiency of department through expansion of technological knowledge and skill advancement.
• Maintains clear, concise, and cheerful communications while speaking to customers either on the telephone or in person. Displays professional manner consistent with promoting a positive corporate image.
• Maintains open communications and fosters a harmonious working relationship with all company employees and customers.
• Is flexible to work hours beyond and/or outside regular schedule to ensure proper coverage for the position when needed.
• Follows all departmental Standard Operating Procedures and sees that they are regularly reviewed.
• Performs other duties and assumes additional responsibilities as necessary.

Skills, Knowledge, and Abilities

• Personal skills must include strong interpersonal communication skills and an exceptional ability to develop and maintain an effective, professional association over the telephone.
• The individual must display a positive demeanor.
• The person in this position must be assertive but have patience.
• The ability to set own working pace to achieve objectives without a great deal of supervision.
• Must be committed to detail orientation and accuracy, maintain a positive attitude, and must be able to withstand fast-paced work environment.
• This person must maintain a harmonious working environment with all company employees and customers.
• Must demonstrate diplomacy in dealing with co-workers and a proven ability to manage multiple-work tasks efficiently and effectively.

Physical, Mental and Visual Skills

• Sitting, standing, walking, bending, reaching, grasping, flexing arms, legs, hands & fingers.
• Must be able to see and hear.
• Must possess good conceptual skills and be able to communicate in English effectively both in writing and orally.
• Must demonstrate good analytical number skills enabling to prepare, comprehend & communicate mathematical tables, financial calculations, & various sales reports. Must demonstrate comprehension of basic algebra & ability to calculate percentages & fractions.
• Must possess good knowledge of general office equipment, including personal computer, fax machine, and other general equipment.
• Must have strong computer skills (including MS office applications) and the aptitude to learn order processing or other specific software applications.
• Must be able to lift 25 lbs.
• Must be able to substantially move wrists, hands, and/or fingers for purposes of operating office equipment.

Silver Spring Foods is a 4th generation family-owned business in Eau Claire, WI that has grown to be the number one grower and processor of horseradish in the world. We provide farm-to-table mustards, sauces, and horseradish products to grocery stores, restaurants, and food service companies all over the country. Silver Spring is also a premier co-packer for well-known national and international brands who value our state-of-the-art manufacturing facility, private label experience, and production capacity. Besides our great products, Silver Spring Foods is known for our great, inclusive, and appreciative work culture, opportunities for advancement, flexible work schedules, great compensation packages, and for being a nimble business that isn’t dragged down by lots of red tape.

Silver Spring Foods makes condiments that makes food exciting and that bring Zing to people’s taste buds. As we always bring Zing with our products, we also celebrate diversity in the same way. We hire unique individuals with diverse experiences and backgrounds that help make us the best we can be. Our goal is to be a place where people can be welcomed and feel at home while working and growing their career with our family.