Customer Service Representative

Job Description

We are seeking a friendly and empathetic Customer Service Representative to join our team in Rahway, United States. As a key member of our customer support team, you will be responsible for providing exceptional service to our valued customers, addressing their inquiries, and resolving issues with a positive attitude.

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner
• Listen actively to customer concerns and provide appropriate solutions or escalate issues when necessary
• Process orders, refunds, and exchanges accurately and efficiently
• Maintain up-to-date knowledge of products, services, and company policies
• Collaborate with other departments to ensure customer satisfaction and resolve complex issues
• Document customer interactions and maintain accurate records in our CRM system
• Identify and communicate common customer issues to improve products and services
• Meet or exceed performance metrics related to call handling time, customer satisfaction, and resolution rates

Qualifications

• High school diploma or equivalent required
• Previous customer service experience preferred
• Excellent verbal and written communication skills
• Strong active listening and problem-solving abilities
• Proficiency in using computer systems, including CRM software, email, and chat applications
• Ability to multitask and manage time effectively in a fast-paced environment
• Patient and empathetic approach to customer interactions
• Team player with a positive attitude and willingness to learn
• Customer service certification is a plus

Additional Information

· Depth perception

· Ability to differentiate between hot and cold surfaces

Temperaments

· The ability to direct activities, perform repetitive tasks, work alone and with others, work under stress, meet strict quality control standards, deal with people, analyze and compile data, make judgments and decisions

Physical Requirements including, but not limited to the following:

Standing

· Most tasks are performed from a standing position

Walking

· For short distances for short durations

Lifting

· Bulk product deliveries are made twice a week or more and are unloaded by the team member using a hand truck

· Deliveries may include cases of ingredients and supplies weighing up to 50 pounds with dimensions of up to 3' x 1.5'

· Cases are usually lifted from floor and stacked onto shelves up to 72high

Carrying

· Large cans, weighing 3 pounds, 7 ounces, are carried from the workstation to storage shelves

· Occasionally, pizza sauce weighing 30 pounds is carried from the storage room to the front of the store

· Trays of pizza dough are carried three at a time over short distances, and weigh approximately 12 pounds per tray

Pushing

· To move trays which are placed on dollies. A stack of trays on a dolly is approximately 24- 30 and requires a force of up to 7.5 pounds to push

· Trays may also be pulled

Climbing

· Team members must infrequently navigate stairs or climb a ladder to change prices on signs, wash walls, perform maintenance

Stooping/Bending

· Forward bending at the waist is necessary at the pizza assembly station

· Toe room is present, but workers are unable to flex their knees while standing at this station

· Duration of this position is approximately 30 - 45 seconds at one time, repeated continuously during the day

· Forward bending is also present at the front counter and when stocking ingredients

Crouching/Squatting

· Performed occasionally to stock shelves and to clean low areas

Reaching

· Reaching is performed continuously; up, down and forward

Hand Tasks

· Eye-hand coordination is essential; use of hands is continuous during the day

· Frequently activities require use of one or both hands

· Shaping pizza dough requires frequent and forceful use of forearms and wrists