Customer Service Representative

Golden Waffles, officially known as New Carbon Company dba Golden Waffles, is headquartered in Glen Mills, Pennsylvania. Established over 85 years ago, the company is the largest supplier of waffle irons and waffle mix to the hospitality and foodservice industry. Golden Waffles offers a comprehensive turnkey waffle program that includes mixes, toppings, flavorings, and waffle iron equipment, along with related maintenance services. With a strong presence that extends to over 40,000 customer locations across North America and approximately 45 countries worldwide, Golden Waffles has become a trusted provider for leading restaurants, hotels, colleges, corporate environments, and theme parks. The company operates with a geographically dispersed network and employs around 270 associates, including a robust route delivery team of approximately 115. Golden Waffles supports its customers with more than 80 distribution centers throughout the United States and maintains a waffle iron manufacturing and refurbishment center in South Bend, Indiana, ensuring efficient and prompt product distribution.

As a complete B2B2C solution provider in the waffle category, Golden Waffles enables their customers to provide guests with consistently high-quality, delicious waffles at attractive profit margins. Overcoming the common challenges related to serving waffles, the company’s product and service offerings help establishments streamline their waffle programs and enhance their menu options. Golden Waffles’ well-established geographic footprint, along with a global partner distribution network, supports their ability to deliver superior service across U.S. coasts and internationally.

The Customer Service Representative role at Golden Waffles offers a vital position where professionals act as the frontline of customer interaction. Reporting incoming calls primarily from customers and sales representatives, Customer Service Representatives assist with order management, service requests, shipping inquiries, accounting issues, cross-selling opportunities, and general product information. They document all call information in the Microsoft Customer Relationship Management (CRM) system and diligently follow up on issues to ensure customer satisfaction. This position requires strong interpersonal and communication skills to handle diverse customer needs and ensure seamless operations within the sales and service teams.

The role is essential for maintaining strong relationships with existing customers and supporting the sales team with lead management and account maintenance. The Customer Service Representative is responsible for processing customer and route sales representative orders, managing customer accounts by updating details, responding to inquiries about products, invoices, and account balances, and assisting in payment reconciliations. Additionally, the role involves proactive communication with route sales representatives and customers to confirm and fulfill orders, as well as suggesting products and services that meet customer needs. Coordination with national accounts through data entry and support for inside sales teams is also part of the role, emphasizing cross-functional collaboration.

This is a 100% in-person position, reflecting the company's commitment to direct engagement and effective communication among team members and clients. Candidates are expected to bring at least 1 to 3 years of customer service experience, preferably with knowledge of the food and beverage industry. Familiarity with CRM systems, customer service software, and the Microsoft Office Suite is important, along with the ability to handle difficult situations professionally and tactfully. Attention to detail and strong problem-solving skills are critical to managing customer accounts and resolving issues quickly.

Joining Golden Waffles means becoming part of a historic company that values customer-centric solutions and quality products. The Customer Service Representative role offers growth opportunities within a sector that continues to innovate in the hospitality and foodservice industry, providing employees with the chance to build meaningful careers while contributing to a beloved brand.