Customer Service Representative

Hours: Monday-Friday, 8:00 am - 4:30 pm, in office Monday-Thursday, Friday Remote

Jack Link’s is looking for a Customer Service Representative to join our Underwood, IA team.  The ideal candidate should be an effective communicator, self-motivated and seasoned at working collaboratively.  In this role, you will be responsible for a variety of duties across our customer service team. You will be the key point of contact for internal and external customers on order management functions, consumer inquires and continuous improvement efforts to enhance the overall service our customers are receiving. You will build partnerships with cross functional teams including sales, finance, transportation, warehousing, supply planning, demand planning, FSQ, marketing, brand and most importantly; the customer. 

DUTIES AND RESPONSIBILITIES

The duties and responsibilities of this position shall consist of, but are not be limited to, the following:

• Manage the daily flow of orders through the supply chain within your area of responsibility
• Provide professional customer service by diagnosing and resolving customer problems or inquiries via email, phone or other correspondence
• Serve as a liaison between internal and external business partners to provide our customers with world class customer service.
• Support adherence to company policies through education, guidance and persistence 
• Responsible to achieve business metrics (Fill Rate, On Time Delivery, Customer Experience, etc…) to drive a high level of customer satisfaction
• Correspond with consumers who have encountered a problem with a product or service offering and resolve the issue in a timely manner. 
• Document consumer inquiries into a web-based platform to transcribe interactions which will provide internal business partners the data needed to make strategic decisions
• Develop a thorough working knowledge of various brands, products and services
• Responsible to diffuse escalated situations where a customer has become frustrated due to a product issue or service offering.  The candidate must possess the ability to respond in a clam, controlled and professional manner. 
• Collaborate with internal business partners to develop better customer support processes