Job Description

The Customer Service Representative is responsible for providing a variety of support, customer service and office administration duties related to servicing Umpqua Dairy customers. They provide information to customers via telephone and email regarding product orders, order status, delivery status, and coordination of product returns.

Provides customer account management service by coordinating and managing order entry, order inquiry, product information, order status and customer returns. The Customer Service Representative will also be responsible for demonstrating our Producers Dairy Core Values and carrying out our purpose of Nourishing Lives.

Wage: $20.00 - $22.23/hr

Schedule: Mon - Fri 7:30am to 4:00pm * including most holidays

Essential Functions:

• Gain knowledge and acquire expertise in the ERMS system.
• Process and complete high volume of orders timely, accurately, and thoroughly and enhance sales where appropriate.
• Perform various office administration duties including but not limited to keying in orders, processing faxes, preparation of reports, etc.
• Ensure ice cream orders are processed accurately, including special loads.
• Address and help to resolve customer complaints.
• Provide prompt and thorough communication to the Sales Representatives, Department Managers and/or Branch Managers on customer behavior, including customer status changes, orders, changes in order frequency/products, concerns, ASTEC opportunities, etc.
• Assist with the communication of any changes that impact Umpqua Dairy Customers.
• Utilize customer history to review orders and make necessary changes and recommendations.
• Optimize the customer experience by educating them on new or other products within our portfolio that may be beneficial to them.
• Create, maintain, and distribute order guides.
• Other duties as assigned.

Knowledge, Skills and Abilities:

• High School Diploma or GED
• Ability to communicate effectively with all levels of team members and customers
• Excellent communication and persuasion skills.
• Strong level of knowledge of Microsoft Office suite, including outlook, excel, etc.
• Operate Multi line phone system
• Ability to add, subtract, multiply and divide in all units of measure
• Ability to work individually as well as in a team dynamic
• Well-built skills in organization, prioritization, multi-tasking and time management
• Strong attention to detail and accuracy
• Customer service focus – pleasant and helpful disposition in interacting with customers, both internal and external
• Solution-oriented.
• Must be a team player
• Dairy/Food & Beverage Manufacturing experience preferred