Customer Experience Specialist

TITLE:

Customer Experience Specialist

DIVISION

Customer Experience

REPORTS TO

Customer Experience, Director

FLSA CLASSIFICATION

Non-Exempt

COMPANY OVERVIEW

Thurston Foods is a leading provider of high-quality food products and services to schools, restaurants, and institutions. With a commitment to excellence and customer satisfaction, we offer a wide range of products and solutions tailored to meet the unique needs of our clients. Our mission is to provide exceptional service and support, ensuring that our customers have access to the best products and resources available.

POSITION OVERVIEW

The Customer Experience Specialist provides excellent customer service by completing and processing orders, finding solutions to order issues, and communicating the transit of orders from our dock to theirs. You are a multitasker, organized and have an easy going, professional, get it done attitude. You are structured and independent within a fun and supportive team environment.

PRINCIPLE RESPONSIBILITIES

Process inbound orders, communicate order status to customers. Review accuracy of incoming and outgoing orders, collect and input orders submitted via fax, email, voicemail, or on-line order entry transmission. Build and maintain professional, positive, proactive relationships with customers. Manage multiple assigned accounts. Able to meet deadlines including department daily deadlines and seasonal deadlines. Inform customers of items availability per regular ordering process offering a solution with a substitution including specs while accommodating serving size. Assist customers daily via telephone and email to provide customer service and resolve problems. Work with Inventory and Procurement to notify when low stock or out of stock issues at the warehouse level.

KEY FUNCTIONAL RELATIONSHIPS WITHIN THE ORGANIZATION

Procurement Logistics Inventory Sales

REQUIRED SKILLS

Excellent skill in both verbal and written communication Strong organizational skills, great multi-tasker, attention to detail Not afraid to resolve customer issues. Thrives in an independent work environment, self-motivated & structured. Skill in establishing and maintaining effective working relationships. Customer service focus/excellent phone skills Proficient in Microsoft office, NAV Establish priorities, and make decisions.

EDUCATION/EXPIRENCE

2 years+ of Customer Service experience required. High school diploma or equivalent

WORKING CONDITIONS AND PHYSICAL DEMANDS

Professional office environment. Primary office environment is ambient room temperatures, lighting and traditional office equipment as found in a typical office environment. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Individuals may need to sit or stand as needed. May require walking primarily on a level surface for periods throughout the day. Reaching above shoulder heights, below the waist, or lifting as required to file documents or store materials throughout the workday. Proper lifting techniques are required. May include lifting up to 25 pounds on occasion.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. EOE M/W/Vet/Disabled The above duties and responsibilities are essential job functions subject to reasonable accommodation. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. This job description is not to be construed as an exhaustive statement of duties, responsibilities or requirements as the employee may be required to perform any other duties as assigned. In the event of an absence where the Buyer cannot perform these duties, the Manager will determine who shall perform these duties.

Affirmative Action Statement:

Applicants must be currently authorized to work in the United States. We are proud to be an Equal Opportunity and Affirmative Action employer, and consider qualified applicants without regard to race, color, creed, religion, ancestry, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factor under federal, state or local law.