Customer Service Representative
Enza Zaden USA, Inc. - Salinas, CA

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POSITION TITLE: Customer Service Representative

POSITION LOCATION: Salinas, CA

TERRITORY: Customer Assignment – to be determined

POSITION IN THE ORGANIZATION: Reports to the Customer Service Supervisor

PURPOSE OF THE POSITION: To deliver excellent customer service through fast and accurate processing of orders, proactive communication, and coordinating with other departments to resolve inquires. This position is the first point of customer contact for general inquiries about placing orders, pricing, product availability, etc. Must partner with the commercial team to build and maintain a strong business relationship with customers by providing prompt and accurate service so as to promote customer loyalty.

TARGET START DATE: December 2013

Summary of responsibilities:

1. Respond and follow up on customer requests.
2. Identify, research and resolve customer issues, ensuring effective, long term problem resolution.
3. Support the commercial team through prompt and accurate reporting of information.
4. Other duties as assigned.

Brief description of responsibilities and duties:

1. Respond and follow up on customer requests.

  • Process customer orders and order changes according to set procedures and in compliance with customer requirements.
  • Provide timely and accurate information to incoming requests from customers such as order status, product information and availability.
  • Coordinate with Logistics, Warehousing and Accounting departments to ensure the smooth handling of customer orders.
  • Process customer returns according to set procedures.

2. Identify, research and resolve customer issues.

  • Identify areas in which internal processes affecting our service level to customers can be improved upon.
  • Provide feedback to the Customer Service Supervisor regarding service failures or customer concerns.

3. Support the commercial team through prompt and accurate reporting of information.

  • Partner with the responsible sales rep to meet and exceed customer’s service expectations.
  • Provide prompt and accurate reporting of information to sales reps and/or management with regard to orders, customer activity, etc.
  • Collect and input forecast information from sales reps.

JOB PROFILE:

Education / knowledge
Minimum 5 years seed industry experience in the Customer Service field.

Skills
A proven customer relationship builder with excellent interpersonal skills.
Professional, assertive and clear communication skills (verbal and written), including active listening skills.
Excellent organization and time management skills.
Computer proficiency with the ability to learn new applications quickly.

Traits
A service oriented team player.
Self motivator and goal oriented.
Shows personal initiative, is flexible and pragmatic, and able to portray and promote a positive image of the company’s vision, mission and values.
Must maintain high confidentiality.

Independence
Performs the job / duties independently, under the responsibility of the Customer Service Supervisor.

Contacts
Maintains internal contacts with other departments and external contacts with customers.

Working conditions
Work is performed in an office environment, with frequent use of a computer screen.
The work does not involve physical stress.
Travel is infrequent but can be expected.