Customer Service Representative - Ice Cream

Position Summary

The Customer Service Representative is responsible for supporting the Ice Cream Business Sales Managers. Activities include customer interactions to provide and process information in response to orders, inquiries, concerns and requests about products and services to effectively respond to customer requirements. This position proactively ensures customer focus, as well as accurate, timely and relevant communication, documentation, and coordination of customer interactions with individuals responsible for production planning, inventory control, quality requirements, production, and finished goods shipping.

• Processes purchase orders, order confirmations and verifies the status of orders and projections by customer.
• Maintains sales projection worksheets.
• Sample request processing, including research for required documents needed for domestic and international shipments. Responsibilities include Preparing documents, shipping samples, tracking, and updating data, and maintaining sample room stock levels.
• Fulfills customer product documentation requests: certificates of conformance, product information, international documents, etc., confirming all documentation is accurate and complete.
• Manages customer requests by first fully understanding them and then serving as the primary interface between internal functional areas and external sales/customers, working to find solutions that are acceptable to both Idaho Milk Products and the customer.
• Maintains a count of orders against supply agreement commitments.
• Uses database information as needed in the performance of daily activities to generate key performance indicator measurements and business updates for sales visits; prepares annual or semiannual customer reports for communication of KPI’s.
• Completes other duties and projects as assigned.

Days, subject to change according to business needs. After hours:
Must be available as needed to take occasional calls after hours to address matters related to plant downtimes and carrier issues.

• We are delighted to offer a comprehensive benefits package that encompasses Medical, Dental, Vision, Disability, Life Insurance, Flexible Spending Accounts, Supplemental Insurance, Vacation, Holiday Pay, Personal Time Off (PTO), and a 401(k) plan with a company match. Eligibility and waiting periods may apply.

Education: High school diploma/GED or equivalent work-related experience.

Experience: 1-3 years of experience working in customer service and understanding of purchase orders and sample processing. Knowledgeable and skilled in the principles and processes for providing customer service. This includes understanding customers’ needs, meeting quality standards for services and customer satisfaction, and an understanding of when to ask one’s manager for support.

• Good listening skills and an ability to work without much direct supervision.
• Strong technical skills: proficiency in Excel, Word, Outlook.
• Very organized with the ability to adapt to changing priorities.
• Quick learner and self-starter.
• Demonstrated ability to write and speak clearly, good verbal and written communication skills.
• Careful and accurate with attention to details in daily activities.
• Good interpersonal skills.
• Effective prioritizing and time management skills.
• Must possess the ability and personality to work well within a team environment.

Office environment.

• Environmental exposure to warehouses stored at ambient (60-70°
  
  F), refrigerated (35°
  
  F), and frozen (minus 20°
  
  F) temperatures, as well as potential exposure to temperatures at or above 120°
  
  F.
• Walking:
  Moving about on foot to accomplish tasks, particularly for short distances on a regular basis.
• Subject to up to at least 92db’s
• Lifting: up to 20 lbs. occasionally
• Walking:
  Moving about on foot to accomplish tasks, on a regular basis
• Reaching:
  Extending hands and arms in any direction
• Stooping:
  Bending body downward and forward by bending spine at the waist occasionally
• Talking:
  Expressing or exchanging ideas by means of the spoken word. Those activities that must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly

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