Company Overview New England Ice Cream Corporation is a leading frozen dessert distributor serving customers throughout Massachusetts, Maine, New Hampshire, Vermont, and Connecticut. We are committed to operational excellence, strong customer relationships, and dependable service across all territories. Position Summary The Customer Care Representative (Account Support) is responsible for handling inbound and outbound customer interactions, processing orders, resolving service issues, and supporting assigned customer accounts. This role operates in a high-volume call center environment and focuses on delivering consistent, accurate, and timely customer service while supporting sales and operational teams. Key Responsibilities Customer Service & Call Handling Handle high-volume inbound and outbound calls from customers Respond to customer inquiries related to orders, products, deliveries, and service issues Provide timely and professional resolution to customer concerns Maintain strong customer relationships through consistent communication Order Management & Account Support Accurately enter and process customer orders in ERP/CRM systems Review orders for completeness, pricing accuracy, and product availability Make updates or corrections to orders as needed Support assigned accounts with routine requests and follow-ups Issue Resolution Investigate and resolve delivery issues, shortages, and discrepancies Coordinate with Operations, Logistics, and Sales teams to resolve problems Escalate complex or recurring issues to leadership as appropriate Track and document all customer interactions and resolutions Sales Support Support promotions, product launches, and seasonal programs Identify basic upsell or add-on opportunities during customer interactions Communicate product availability and alternatives when needed Administrative & Reporting Tasks Maintain accurate customer records and account details Document call activity, issues, and resolutions in system tools Assist with reporting and data entry as needed Follow standard operating procedures and service guidelines Education & Experience High school diploma or equivalent required 1-3 years of customer service, call center, or order entry experience preferred Experience in food distribution, wholesale, or logistics is a plus Skills & Qualifications Strong customer service and communication skills Ability to handle high call volumes in a fast-paced environment Attention to detail and accuracy in order entry Basic problem-solving skills Strong organizational and time management abilities Proficiency in Microsoft Office (especially Excel) Experience with ERP/CRM systems preferred Working Environment Call center / office-based role High-volume inbound and outbound call environment Fast-paced distribution business setting Physical Demands Primarily sedentary work with extended time at a workstation Frequent phone and computer use Ability to sit for extended periods Work Schedule Full-time, non-exempt position

Schedule:

Monday - Friday, 7:00 AM - 3:30 PM Overtime may be required based on seasonal business needs Compensation & Benefits Competitive hourly compensation and benefits package. Overtime eligibility in accordance with applicable laws. Additional Information This job description reflects the general nature of the role and is not intended to be exhaustive. Responsibilities may evolve based on business needs. Equal Employment Opportunity & At-Will Statement New England Ice Cream Corporation is an Equal Opportunity Employer committed to fostering a diverse and inclusive workplace. Employment is at-will in accordance with applicable law.

Pay:

$20.00 - $25.00 per hour Expected hours: 40 per week

Benefits:

401(k) Dental insurance Health insurance Paid time off Parental leave Vision insurance

Education:

Associate (Preferred)

Experience:

Call Center:

3 years (Required)

Customer Service:

3 years (Preferred)

Account Management :

1 year (Preferred)

Microsoft Excel:

1 year (Required)

Work Location:

In person