Job Description

CUSTOMER SERVICE REPRESENTATIVE - ECOMMERCE

Monin Gourmet Flavorings has been continuously named a Top Workplace. Through our companies Mission and Values, we exceed customer satisfaction while staying committed and never compromising the quality of our product. Along with being responsible and accountable to others we acknowledge and are dedicated to social and environmental responsibility. Here at Monin we take great pride in our history but are always working towards new innovated ideas!

THE CUSTOMER SERVICE REPRESENTATIVE ECOMMERCE is an important role in Monin’s Sales Support Team and will deliver outstanding customer service to our B2C customers. Primary responsibilities will be related to the Monin e-commerce/online store.  Communicating with our online customers, including answering questions, assisting with orders, entering customer complaints, handling return authorizations, and interacting with other departments and team members are the core responsibilities. Exceptional professionalism is required along with a detail-oriented approach to managing customer expectations, including issue escalation and resolution. The successful candidate will have a passion for excellent customer service and will be able to effectively manage workload so that all tasks are accomplished completely, accurately, to the satisfaction of the customer, and on time. Additionally, this candidate will have strong communication skills and be well-trained in product knowledge and company policies. This position entails extensive oral and written communication skills as well as some adeptness in social media and technical support.  The Customer Service Representative Ecommerce reports to the Customer Service Director.

ESSENTIAL FUNCTIONS:

• B2C customer service – assistance with orders; order entry; respond to and resolve customer inquiries and issues; interact with various departments as necessary to successfully fulfill/manage customer expectations
• Provide back up to the front desk/receptionist as needed
• Gain and maintain thorough knowledge of customer relationship management (CRM) and ERP (Navision) systems
• Learn and retain a thorough working knowledge of all existing and new products and services and pricing

·       Customer relations for all digital platforms via phone, email, click to chat, and/or social media. Responsibilities may include assisting in order processing, website troubleshooting, tracking recurring issues and identifying areas of optimization.

·       Upholds and inspires adoption of company mission and values.

• Other duties as assigned

SKILLS AND QUALIFICATIONS:

·       High School Diploma (experience may substitute for specific degree requirements)

·       Two years’ experience in a sales support or customer service position in a fast-paced environment

·       At least 2 years of experience providing online customer support within an organization and/or social support.

·       Excellent verbal and written communication skills

• Display professionalism at all times
• Ability to handle high volume of customer interaction orders, via phone, chatline and email
• Ability to process information to tailor responses and actions to meet the customers' specific needs

·       Advanced MS Office skills in Word, Excel, Outlook; knowledge of Navision a plus

·       Flexible and works well under pressure, independently or as part of a team

·       Ability to perform some mathematical calculations

·       Exceptional attention to detail, organizational skills & problem-solving skills

• Takes initiative and thinks ahead to next steps

·       Deadline oriented

COMPENSATION/BENEFITS:

·       This position is compensated at an hourly rate and occasional overtime hours may be required.

·       A full suite of benefits is provided including health, dental and vision insurance; 401k with Company match; and paid time off.

MONIN IS AN EQUAL OPPORTUNITY EMPLOYER AND ENCOURAGES ALL QUALIFIED CANDIDATES TO APPLY.

MONIN IS A DRUG FREE WORKPLACE AND CONDUCTS PRE-EMPLOYMENT DRUG SCREENING.

MONIN PARTICIPATES IN E-VERIFY.

ABOUT MONIN:

Founded in 1912 in Bourges, France and family-owned and operated for three generations, Monin is the premier provider of flavoring products for creating specialty beverage and flavorful culinary solutions. With manufacturing facilities on three continents and product availability in more than 145 countries, Monin is recognized as the leading global flavor solution provider. For more information, visit www.monin.com