Virtual CSR - Must Have FRESH FOOD experience - ERP Exp REQUIRED

- Must Have FRESH FOOD experience

 - ERP experience REQUIRED

Customer Service is responsible for coordinating the order management process for Fresh Realm and ensuring customer issues and queries are resolved promptly. 

The role works collaboratively with key business partners to ensure effective customer service is provided to Fresh Realm customers, with a high level of interaction with customers, business development, operations, and accounting amongst other functions to identify and meet business requirements at an operational level. 

MAJOR DUTIES AND RESPONSIBILITIES 

Order Management 

• Monitor that customer orders are timely processed following the applicable procedures. 

• Resolve (or escalate) incidents compromising timely fulfillment of customer orders. 

• Manage order modifications and cancellations 

• Monitor launches for assigned accounts to ensure proper execution.  

Manage Customer Request, Queries, and Claims 

• Record and route customer requests and inquiries 

• Resolve and respond to customer requests and inquiries 

Business Relationships 

• Produce and analyze reports to ensure customer on-time delivery. 

• Identify solutions to resolve any issues that will impact upon service (delayed orders, shortages, etc). 

• Validate that orders have been closed out correctly and send fill reports to accounting 

Customer Relationships 

• Communicate with customers on order status and advise of any issue working in conjunction with the business development team.  

• Collaborate with business stakeholders to identify and resolve any critical issues impacting the customer, including key internal and external relationships. 

QUALIFICATIONS FOR THE JOB 

Skills and Requirements 

The role requires a customer service-driven and analytically minded professional with the necessary capabilities to ensure the successful delivery of the role requirements and deliver sustainable business value. 

• Strong communication and relationship skills 
• Detail oriented with the ability to analyze information and make recommendations 

• Ability to explain complex processes in understandable terms 

• Ability to translate complex data into accessible information 

• Ability to work cross-functionally& work in a fast-paced environment 

• Ability to work independently without supervision 

• Build sustainable relationships and trust with customer accounts through open and interactive communication  

• Ability to multi-task, and prioritize 

• Proficiency in Microsoft Office with a focus on Excel and Outlook.  

• Demonstrated experience with an ERP system such as SAP, Deacom, Produce pro, etc. 

Experience  

• 2+ years experience in a customer service or account management role with an experience in the food manufacturing industry.  

KEY COMPETENCIES 

• Learning Agility - the willingness and ability to learn from experience, and subsequently apply that learning to perform successfully under new or first-time conditions. 
• Drive for Results- Can be counted on to deliver on what is required to advance the company; takes ownership of work from start to 100% finished work, brings others along with focused intensity 

• Functional Skills- Possesses top level relevant, usable, experience and knowledge with the ability to establish themself as the best performer in the industry, at their role and level 

• Courage- Prioritizes actions and decisions that move the company forward without hesitation around moments of uncomfortableness; laser focused on the tasks at hand that makes any conflict that could get in the way of that an afterthought 

• Thoughtful - In-charge of the room, establishes clear directions in all forms of communication, inclusive, motivates, and in service to others 

• Business Athlete - Understands and can execute on and expand FreshRealm's competitive edge strategies, knowledgeable about current and future industry dynamics, knows the competition, winner 

PHYSICAL REQUIREMENTS/WORK ENVIRONMENT/WORK CONDITIONS 

Working Conditions: Work is primarily conducted remotely via technology. This position may also require night and/or weekend work. 

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  

Physical Demands: Long hours sitting and using a computer, keyboard smart phone, etc. Occasional standing and/or walking. Travel may be required on an occasional basis, which will include traveling through airports, hotels and other public areas. 

This job description is not intended to be all-inclusive. Employees may be required to perform other business duties as assigned. 

Covid-19 protocols are consistent with State Regulations