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Customer Care Specialist

Location: 

Buffalo, NY, US, 14213

Req ID:  24603

Rich’s has been able to pull off something rare in the business world: a culture that successfully blends the latest business practices with family values.  That means our associates are able to work for a great company while also benefiting from a work environment that fosters world class professionalism combined with family intimacy.  Our benefit offerings are reflective of this unique blend of Life, Work and Family .

PURPOSE STATEMENT

The Customer Care Specialist will provide customer service and support to our customers, internal departments, and field associates in handling product performance issues and inquirieswhile maximizing the Customer Experience.

KEY ACCOUNTABILITIES/OUTCOMES

•Receive, research, and respond to customer phone calls in a timely manner.

•Act as Voice of the Customer when communicating information from incoming faxes, emails, Internet inquiries, letters, and plant responses in addition to inputting them into customer relationship system (CRS) in a timely manner.

•Generate communications (i.e. letter, email, verbal) in response to customer complaints/inquiries that include empathy and maximize the Customer Experience with our company; which includes challenging  responses from our plants and internal associates to meet this objective.

•Assist in improving Customer Care processes to better serve our customers and work smarter.

•Engage in Surprise and Delight activities with a focus on enhancing the customer experience and word of mouth marketing.

•Generation and distribute  daily, weekly, monthly and ad hoc customer complaint / issue reports while analyzing data and reporting / escalating any potential trends.

•Assist in improving Customer Care processes to better serve our customers and work smarter.

•Interaction with internal associates and departments to resolve product performance issues and requests for information.

•Performs all accountabilities within the policies, procedures, and code of ethics of Rich Products, Corp.

KNOWLEDGE/SKILLS/EXPERIENCE

•Bachelor’s degree  in  Communication, Marketing, or Business with 2+ year business experience to include customer service and/or customer relationship management.

•Solid interpersonal and  verbal /written communication skills with emphasis on writing.

•Knowledge of product line offered by all strategic business units or food service/bakery related job experience preferred.

•Understanding of technical skills required in food preparation, handling and equipment preferred; Quality Assurance experience a plus.

•Strong PC proficiency to include Microsoft Office 2010 (Excel, PowerPoint, Word, Outlook).

•Spanish and/or French language skills a plus.

•Ability to travel 1-2 times per year.

Rich Products Corporation, its subsidiaries and affiliates (“Rich’s”), are committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, gender identity, sexual orientation, marital status or any other legally recognized protected basis under federal, state, or local law. The information collected by this application is solely to determine suitability for employment, verify identity, and maintain employment statistics on applicants.

 

Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Rich’s. Please contact Rich’s Human Resources department if you need assistance completing this application or to otherwise participate in the application process.


Nearest Major Market: Buffalo