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Senior Customer Service Representative

The Senior Customer Service Representative is responsible for helping the Customer Service Manager maintain the department’s proactive delivery of superior service to all guests by responding to issues and complaints to ensure they are satisfactorily resolved. Developing tools, training and order management are primary tasks for this position.

Specific Responsibilities Include:
  • Assist CSS in managing and directing activities of staff to provide superior service, including coordination of information and issues between departments and acting as second level of assistance for challenging guests or situations, in the absence of the CSS, handle all department supervisory functions
  • Maximize service through training and motivation of staff, including developing and delivering training to newly hired and current staff, daily coaching opportunities, and tools
  • Assist CSS in overseeing management of open orders (e.g., GSA’s, order holds, credit card holds, backorders, overdue orders), including regular overviews to ensure all orders proceed efficiently through system
  • Maintain call center daily reports and assist CSS with analysis of performance and problems
  • Research and answer guest questions through utilization of available resources and consultation with other departments to obtain necessary information (e.g., mineral content of pottery, track down the last of a product, compile list of products meeting special dietary needs)
  • Manage open orders in system, including GSA’s, order holds, credit card holds, backorders and overdue orders. Proactively address and facilitate processing of orders on a daily basis
  • Work with Accounts Recievable, Accounts Payable and Materials to maintain integrity of system relating to replacements, returns and credits

Education, Experience, and Skills:
  • High School diploma or equivalent with degree in business, accounting or marketing preferred
  • Minimum 3 years customer service/call center experience, knowledge of the gourmet food industry a plus
  • Strong analytical and problem solving skills with accounting or bookkeeping skills a plus
  • Strong computer skills, Microsoft Office preferred, specifically Excel and Power Point
  • Excellent oral and written communication skills with strong attention to detail
How To Apply
Please submit a resume or application, along with salary requirements to:

Stonewall Kitchen
2 Stonewall Lane
York, ME 03909
Attn: Human Resources
Fax: 207.351.1547
Email: jamminjobs@stonewallkitchen.com

Our Employment Application can be downloaded here.

Stonewall Kitchen, LLC is an equal opportunity employer and does not discriminate on the basis of race, gender, religious affiliation, age, sexual orientation, national origin, veteran status, or any other category protected by law.

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