Customer Experience Representative (Local WFH)
Woodland Foods
- Waukegan, IL
- Permanent
- Full-time
- Manage customer conversations across all our support channels via telephone, email, online chat, or in person to take orders, provide support and information on an assigned product or service.
- Process customer orders efficiently and accurately into the system.
- Answer customer inquiries and escalate complex issues to the appropriate team to ensure rapid support.
- Coordinate freight for customers and act as a liaison between the customer and shipping company throughout the shipping process.
- Process customer returns and work closely with Accounting and Quality to resolve issues.
- Maintain customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
- Use knowledge of a specific product, service, or other assigned area of expertise to answer inquiries or to forward to the appropriate staff.
- Share relevant customer feedback to help us improve our offerings.
- Report on key customer service metrics and identify noteworthy trends
- Work with cross-functional teams (i.e. Production, Shipping, Quality Assurance) to facilitate order fulfilment with the expected time frame and order parameters
- Actively participate in team meetings, and provide relevant feedback to supervisors regarding customer concerns and areas for improvement throughout the business
- Assist other departments with customer interactions.
- Represent company at community events (occasionally)
- Perform other job-related duties and responsibilities as may be assigned.
- College level coursework; customer service or food industry experience as a substitute; 2-4 years Customer Service experience preferred.
- Culinary training beneficial
- Food industry or service industry experience is desirable.
- Access to a reliable broadband internet connection (25Mbps speed preferred for best VPN connection) and a private home workspace.
- Work from Home designation
- Persuasive, positive and clear oral and written communication skills.
- Positive demeanor, empathetic listening skills and questioning ability to understand and identify obvious and underlying customer issues.
- Ability to use critical thinking and outcomes-oriented approach in problem-solving and constructively handle questions, consult, provide solutions or resolve problems.
- Strong attention to detail
- Self-discipline and self-motivation to be able to successfully drive results while in an unsupervised environment.
- Strong time-management, organizational skills and flexibility to be able to adapt to regularly changing priorities and customer issues.
- Strong work ethic
- Cross-functional teamwork skills
- Proficiency with Office 365