Customer Service Representative

Chester, PA, USA|Onsite

Job Overview

Employment Type

Full-time

Work Schedule

Standard Hours

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Employee Discounts

Training and Development

Paid holidays

Job Description

Headquartered in Glen Mills, Pennsylvania, New Carbon Company dba Golden Waffles is a prestigious and well-established company recognized as the largest supplier of waffle irons and waffle mix to the hospitality and foodservice industry. With a history spanning over 85 years, the company has built a solid reputation by providing high-quality waffle products and equipment to an extensive range of clients including leading restaurants, hotels, colleges, corporate environments, and theme parks. Golden Waffles offers a comprehensive turnkey waffle program that includes mixes, toppings, flavorings, waffle iron equipment, and related maintenance services. This wide-ranging suite of services is delivered to more... Show More

Job Requirements

This position is 100% in-person (not hybrid or remote)
Minimum of 1-3 years of customer service experience
Excellent verbal and written communication skills
Proficient in using customer service software and Microsoft Office Suite
Ability to handle difficult situations with professionalism and tact
Strong problem-solving skills and attention to detail
Experience in the food and beverage industry preferred
Knowledge of CRM systems and customer service metrics

Job Qualifications

Minimum of 1-3 years of customer service experience
Excellent verbal and written communication skills
Proficient in using customer service software and Microsoft Office Suite
Ability to handle difficult situations with professionalism and tact
Strong problem-solving skills and attention to detail
Experience in the food and beverage industry preferred
Knowledge of CRM systems and customer service metrics

Job Duties

Receive, process, and submit customer and route sales representative orders for shipment, including ancillary product orders as needed
Manage customer accounts by updating contact details, address/name changes, change of ownership, seasonal schedules, and business closure status
Respond to customer inquiries regarding products, shelf life, recipes, invoices/statements, W-9s, account balances, and program details
Assist customers with past due balances by reconciling accounts and accepting credit card or ACH payments
Communicate with route sales representatives to address outstanding requests and ensure order fulfillment
Call customers on open routes to confirm order needs and place orders as requested
Suggest products and services to existing customers and new prospects via phone, explaining waffle programs and entering leads into the CRM
Transfer qualified sales leads to the inside sales or business development team
Support national accounts through data entry, account maintenance, and assisting National Sales in updating lead reports
Manage shared customer service email accounts by responding to requests and escalating concerns when appropriate
Direct incoming company calls to the appropriate person or department
Contact customers regarding returned mail to update address and business records
Take purchase order numbers when required
Escalate concerns to the customer service manager
Assist the AR department with contacting customers for declined payments by ACH and credit cards
Follow-up timely with Radius notes and disputes
Manage the Account Notice email box and stay in constant contact with AR to confirm customer needs are fulfilled
Contact customers regarding damaged, delayed, non-delivered, or shorted shipments
Make new account/customer experience calls

Job Criteria

Experience

Mid Level (3-7 years)

Job Location

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