The Customer Service Representative II is responsible for ensure outstanding customer experience through accurate order entry, providing product information, tracking orders and providing problem resolution.
Essential Functions
- Answer incoming customer phone calls and take appropriate action for each call
- Enter and verify accurate orders via phone, email, and fax for customers
- Determine lead times and freight methods to ensure timely arrival based on customer needs.
- Offer suggestive sales of products, programs and promotions as needed.
- Interact with customers, primarily via telephone and email; research and resolve issues.
- Participate and assist with various department projects (i.e. surveys, sales blitz, lead generation, etc.).
- Maintain customer satisfaction through timely follow-up using clear and professional verbal and written communication.
- Participate in proactive team efforts to achieve departmental and company goals.
- Maintain a professional demeanor, treat internal and external customers with courtesy and respect at all times.
Education & Experience
- Minimum High School or GED
- Minimum 2 year of extensive computer and order entry experience
- Preferred 3 year call center experience
- Preferred 3 year previous customer service experience in a wholesale environment
- Preferred experience in coffee industry or another specialty food product
Knowledge, Skills, and Abilities
- Accuracy and attention to detail.
- Consistently demonstrate interpersonal skills and positive attitude.
- Accurate keyboarding and math skills.
- Team oriented problem solver who takes ownership of their work.
- Excellent communication skills, verbal and written and strong customer service skills.
- Self-motivated individual with the ability to work under minimal supervision.
- Ability to multi-task.
Equal Opportunity Employer / Veterans / Disabled
At Farmer Brothers, we are committed to pay transparency and ensuring fair and competitive compensation for all employees. The base salary range for this role is defined above and may vary depending on experience and qualifications.
To account for cost-of-living differences, we apply location-based salary adjustments. Employees working in higher-cost cities may receive a geographical pay premium, which is determined based on market data and local economic factors.
If applicable, your specific salary will be discussed during the hiring process based on your work location.
- In addition to base salary, we offer a comprehensive benefits package, which may include benefits such as health insurance, retirement plans, paid time off.
- The total leave provided in the Company’s Paid Time Off (“PTO”) policy is in at least an amount of hours and pay sufficient to satisfy the requirements of state or local laws in the locations where the Company operates.
- For questions regarding our compensation structure, including location-based pay adjustments, please reach out to Farmer Brothers Human Resources for details.
- This job posting remains open until the position is filled or the posting is removed. The deadline has not passed unless explicitly stated otherwise.**
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