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 than 40,000 customer locations across North America and internationally, reaching approximately 45 countries worldwide through a robust global distribution partner network.
As a complete B2B2C solution provider for the waffle category, Golden Waffles empowers its customers to serve guests high-quality and delicious waffle products with consistent results, all while maintaining attractive profit margins. The company’s strong geographic footprint covers the entire United States with over 80 distribution centers strategically located nationwide. In addition, it operates a waffle iron manufacturing and refurbishment center in South Bend, Indiana, ensuring timely and efficient delivery and maintenance for its customers. Employing about 270 associates, including a route delivery team of approximately 115 people, Golden Waffles is deeply committed to providing excellent customer service and logistic support.
The Customer Service Representative role at Golden Waffles plays a vital part in maintaining and expanding these high standards by serving as the primary point of contact for inbound calls from customers and sales representatives. These representatives are entrusted with assisting customers on a variety of fronts such as order processing, service inquiries, shipping details, accounting issues, cross-selling opportunities, and general product information. Documenting and managing all communication through the Microsoft Customer Relationship Management (CRM) system, Customer Service Representatives ensure that all issues are tracked and resolved promptly to the satisfaction of the customer.
This position is 100% in-person, demanding exceptional communication skills and professionalism. It involves handling multiple responsibilities like processing orders for shipments and ancillary products, managing customer account updates, responding to detailed product and billing inquiries, and collaborating closely with sales teams to optimize customer experience and support. Representatives also play an important role in following up on payment reconciliations, managing customer service email accounts, escalating concerns when necessary, and contributing to national account maintenance. The role requires a candidate who can manage the challenges of a busy customer-facing environment with tact, patience, and problem-solving acumen. Opportunities to contribute to sales growth through suggesting products and transferring qualified leads to sales or business development teams are integral to the position. Overall, this role offers an exciting chance to be part of a globally recognized company delivering high-quality waffle solutions to a broad customer base and to grow within a dynamic, supportive team environment.
As a complete B2B2C solution provider for the waffle category, Golden Waffles empowers its customers to serve guests high-quality and delicious waffle products with consistent results, all while maintaining attractive profit margins. The company’s strong geographic footprint covers the entire United States with over 80 distribution centers strategically located nationwide. In addition, it operates a waffle iron manufacturing and refurbishment center in South Bend, Indiana, ensuring timely and efficient delivery and maintenance for its customers. Employing about 270 associates, including a route delivery team of approximately 115 people, Golden Waffles is deeply committed to providing excellent customer service and logistic support.
The Customer Service Representative role at Golden Waffles plays a vital part in maintaining and expanding these high standards by serving as the primary point of contact for inbound calls from customers and sales representatives. These representatives are entrusted with assisting customers on a variety of fronts such as order processing, service inquiries, shipping details, accounting issues, cross-selling opportunities, and general product information. Documenting and managing all communication through the Microsoft Customer Relationship Management (CRM) system, Customer Service Representatives ensure that all issues are tracked and resolved promptly to the satisfaction of the customer.
This position is 100% in-person, demanding exceptional communication skills and professionalism. It involves handling multiple responsibilities like processing orders for shipments and ancillary products, managing customer account updates, responding to detailed product and billing inquiries, and collaborating closely with sales teams to optimize customer experience and support. Representatives also play an important role in following up on payment reconciliations, managing customer service email accounts, escalating concerns when necessary, and contributing to national account maintenance. The role requires a candidate who can manage the challenges of a busy customer-facing environment with tact, patience, and problem-solving acumen. Opportunities to contribute to sales growth through suggesting products and transferring qualified leads to sales or business development teams are integral to the position. Overall, this role offers an exciting chance to be part of a globally recognized company delivering high-quality waffle solutions to a broad customer base and to grow within a dynamic, supportive team environment.
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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