Job: Customer Care Level I

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Jobing Description

Brief Description:
Performs various Customer Care Direct Level 1 activities as well as assists with special projects. As a Customer Care Support Level 1 you may be assigned to one or more of the specific jobs below and/or assist in all Level 1 assignments as necessary.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
For each of the major headings below, identify the systems access and system transactions that are needed to perform the functions.

Primary job functions
· Order entry from non customer sources such as fax, email and voice mail
· Accounts Receivable Maintenance (Invoice Copies/Aging Reports/Reconciliation)
· Review reports to prevent to proactively make order edits and prevent lost sales
· Credit Monitoring and Control tasks
· Make product recall inquiries to customers
· Process Special Orders and Sample Order
· Will Call functions including money handling, giving change, and making deposits
Expected training to be completed within organization
· Customer and Phone Etiquette
· Shamrock History and Food Service industry
· Basic software (Microsoft office)
· Product knowledge and suggestive selling
· As needed training to better support the sales organization

Qualifications:
Candidate must be able to satisfactorily perform each essential duty. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The successful candidate must be able to understand all policies, procedures, instructions, rules and regulations (including all safety training and safety information) associated with this position which is written in English. In addition, the successful candidate must be able to appropriately perform the below listed:
· Excellent communication skills and ability to interface with customers
· Intermediate Excel skills required.
· Self-motivated multi-task abilities required.
· Excellent written and verbal communication skills required. Proven success with customer interface
· Ability to read and interpret documents such as safely rules, operating and maintenance instructions, and procedure manuals required.
· Ability to work in team environment and in collaborative manner.
· Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages required.
· Ability to apply concepts of basic algebra required.
· Needs to exhibit and work effectively within our culture Shamrock Foods has a unique culture that is based on:
o Integrity
o Honesty
o Dignity
o Respect
o Open honest communication between owners, managers and associates, customers

Skills / Requirements

EDUCATION and/or EXPERIENCE
Required Competencies:
· High school diploma or GED
· One to two years related experience and training.
· Money handling/cashier experience
· Good to moderate competency in MS Office products
· Foodservice industry preferred; retail or distribution experience acceptable.
· Strong people/verbal/written skills necessary.


REASONING ABILITY
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl. The employee must regularly lift and /or move up to 10 pounds and occasionally lift and/or move up to 100 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Normal Hours of Work:
Normal hours of work: Must be flexible to work evenings, weekends and holidays. Typical hours of service are Sunday thru Saturday 8 AM to 5 PM.