Description
Lassonde Pappas & Co. is a US Leader in beverage manufacturing dedicated to our team members, customers and consumers satisfaction. We remain committed to our small-town roots and rural values. Hardworking and caring are qualities that make our teams special. Since 1942, we've been producing delicious products for our customers across the country!
To provide the best for our customers, we focus on building the best team by creating and advancing an inclusive environment amongst our diverse workforce. If you're passionate about customer satisfaction, reliable, and committed to being and doing better, join us!
We value each of our employee's total wellbeing. To support employees in all stages of their wellness journey, we have a robust benefits program including: medical, dental, and vision coverage options, growth and development potential, along with 401-K, Life & Disability Insurance, PTO, Tuition Reimbursement, Health Fairs, Gym Membership Discounts, and so much more!
POSITION SUMMARY
The Order Service Representative reports to the Order Services Manager, and is fully remote, with a home office in Cherry Hill, New Jersey. This individual will receive orders manually or electronically to facilitate the effective servicing of customer's needs. Responsibilities include processing orders, resolving issues, handling inquiries, interacting with other departments, communicating effectively, and running and analyzing reports. Regularly talks to customers via phone or email while maintaining a customer-oriented attitude. The OSR provides assistance to people who buy or use our products.
Primary Responsibilities include:
- Processes customer orders according to their requirements whether they come via EDI, Email, or phone
- Ensures accuracy of information and adjusts orders according to production schedules, customer requests, lead time, EDI errors, etc.
- Provide the customer with order and/or shipping delay information as necessary
- Resolves internal and external problems and issues regarding orders including carrier issues, logistics issues, production issues, quality issues or other customer issue that arises
- Responsible for own customer accounts
- Responds promptly to customer needs
- Gathers information skillfully; analyzes and researches data
- Identifies and resolves problems in a timely manner
- Develops alternative solutions oriented toward servicing the customer's needs
- Uses reason even when dealing with emotional topics; keeps emotions under control
- Manages difficult or emotional customer situations
- Responds well to requests for service and assistance
- Speaks clearly and persuasively in positive or negative situations
- Listens well and seeks clarification when needed
- Contributes to building a positive team
- Writes clearly and communicates effectively; able to read and interpret written information and numerical data
- Demonstrates accuracy and thoroughness.
- Enforces quality of service standards and looks for ways to improve and promote service
- Supports the organization's goals and values; follows policy and procedure
- Adapts to changes in the work environment; manages competing demands
- Seeks increased responsibility; asks for and offers help when needed
- Displays willingness to make decisions; exhibits sound and accurate judgment
- Reacts well under pressure; treats others with respect and consideration regardless of their status or position
- Accepts responsibility for own actions; follows through on commitments
- Performs other related duties as required and assigned
EDUCATION AND EXPERIENCE
Minimum Required Qualifications
- Associates Degree in Business or related field or equivalent experience
- Basic math skills
- Basic computer skills
- Prior customer service experience
- Excellent time management skills
- Excellent verbal and written communication skills
- Detailed oriented and have the ability to multi-task
Additional Preferred Qualifications
- Experience in the food/beverage industry
- QAD/MRP knowledge
- Interpersonal skills
- Analytical skills
- Proven organizational skills
- Influential, strategic thinking and problem-solving skills.
- Experience with Excel and PowerPoint.
PHYSICAL REQUIREMENTS & WORKING CONDITIONS
This position requires sufficient physical ability to work in a typical office setting; driving a motor vehicle and occasionally working in the field.
FREQUENT: sitting, upward and downward flexion of neck; fine finger dexterity and light to moderate finger pressure to include extended periods of keyboard and mouse use, side-to-side turning of neck, walking, standing, bending and stooping, pushing/pulling, twisting at waist, moderate wrist torque to twist equipment knobs and dials.
OCCASIONAL: squatting, kneeling, reach above and at shoulder height, moderate grasp to manipulate reference books and manuals; lifting objects weighing 20 – 35 lbs. from below waist to above shoulders and transporting distances up to 50 feet.
VISION: Ability to see in the normal visual range with or without correction.
HEARING: Ability to hear in the normal audio range with or without correction.
This job description is not intended to contain a comprehensive list of the responsibilities that are required to successfully perform in this position. Other duties as assigned are part of every job description. The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals to perform the essential job functions.
Lassonde Pappas & Co., Inc provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
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