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Job Title : Customer Success Representative

Company : Superior Farms

Location : Sacramento, California

Reports To : Director of Customer Success

Department : Sales

Job Type : Full-time, on site

Hours : 7:00 AM – 3:30 PM

FLSA Status : Non-Exempt

Pay Rate : $23-$25 per hour depending on experience

Summary : As a Customer Success Representative, you play a critical role in delivering exceptional customer service to both internal and external stakeholders. Your deep knowledge of our company’s products and services ensures that our customers receive top-tier support. By performing the following duties, you contribute to our overall success.

Essential Duties and Responsibilities:

Order Processing:

• Efficiently input and process orders received via telephone, fax, email, or from company employees.
• Prioritize accuracy and attention to detail during order processing.

EDI Infrastructure Management:

• Maintain and review the EDI infrastructure related to customer data and transmissions.
• Ensure seamless electronic communication with customers.

Collaboration with Retail Customers:

• Assist in managing daily and weekly orders with major retailers.
• Manage the Kroger orders and communicate with the buyers regarding set items in the POGs.
• Directly communicate with the Director of Retail Sales to optimize order fulfillment.

Customer Communication:

• Respond promptly to inquiries related to orders, pricing, and complaints via phone calls or email.
• Keep customers informed about shipping, delivery dates, and any potential delays.
• Handle incoming calls professionally and efficiently.

Product Knowledge:

• Answer customer questions about our products or direct them to the appropriate resource.
• Send order confirmations with pricing updates via email or the customer’s preferred method.
• Continuously learn and understand all product lines and our diverse customer base.

Data Entry and System Management:

• Utilize the Microsoft Dynamics 365 (D365) system to enter orders and obtain necessary information regarding order status, invoices, packing slips and production information.
• Key relevant information and contacts into various screens.
• Maintain a list and the logins for all customer portals.
• Compile statistics and prepare various reports for management.

Inventory Monitoring and Coordination:

• Monitor product inventory for timely release from cold storage.
• Collaborate with personnel across departments to fulfill orders efficiently.

Sales Collaboration:

• Partner with Sales Representatives to accurately enter orders and exceed customer service expectations.
• Work closely with production, shipping, and warehouse teams to expedite or trace shipments.

Order Follow-Up:

• Proactively follow up on orders to ensure on-time delivery.
• Utilize daily truck status reports to confirm successful deliveries.

Returns and Sales Support:

• Process customer returns according to established policies.
• Assist with general sales duties, including offering push list items and providing pricing quotes.

Financial and Claims Management:

• Provide short pay reports and claims reporting to management.
• Address credit-related issues with customers and the credit department.

Marketing:

• Monitor and assist with social media accounts in cooperation with Director of Marketing.
• Interact with social media users to promote company (likes, communicating with influencers, etc.). This includes response to social media comments and questions as needed.
• Manage shared marketing calendar to plan and present upcoming content.
• Maintain database of product within D365, to include product photography sale/spec sheets.

Education/Experience:

High school diploma or general education degree (GED). Must have 3-5 years of experience in a related field.

Qualifications:

Must be able to interface well with all employees of the Company and to represent the Company in a highly professional manner. Must have high level of interpersonal skills to handle sensitive and confidential situations. Must be multi-task oriented.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Language Ability:

Ability to understand written and verbal instructions. Ability to effectively read, speak and communicate in English. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before small groups of customers or employees of organization. Ability to respond effectively to the most sensitive inquires or complaints.

**Computer Skills: **

To perform this job successfully, an individual should have knowledge of various computer software applications in word processing, spreadsheets, databases, presentation and/or ERP software as well as the ability to type and perform 10 key by touch.

**Supervisory Responsibilities: **

This job has no supervisory responsibilities.

Work Environment:

The noise level in the work environment is normally quiet and the temperature is typically normal to moderate.

Benefits :

401(k)

Dental insurance

Health insurance

Vision insurance

Major holidays

Vacation time

Superior Farms is an employee-owned company and the leader in the American lamb industry. Through sustainable practices and innovative processing, we deliver the mouthwatering experience more consumers demand. Farm to fork isn't a slogan; it's how we live every day.

You should be proficient in:

• Customer Service

Salary info:

$23 - $25 / hr