Customer Service Specialist I

Title: Customer Service Specialist I
Salary Range: $70,000 - $72,000 Annually
Status: Exempt
Location: Salinas, CA
Reports to: Customer Service Manager

GENERAL DISCRIPTION / PRIMARY PURPOSE:
Receives and answers, within established guidelines, customer questions, complaints, and problems. This role will be accountable for analysis and computation of data related to ads, deductions, and brokers input. Acts as a problem solver, independent decision maker for each customer.

MAJOR RESPONSIBILITIES AND TASKS / DUTIES OF THE POSITION:
• Act as a liaison between Sales and Operations teams in the quest to provide excellent customer service.
• Be customer advocate for key corporate accounts and serve as an extension of the sales team.
• Maintain an awareness of customer’s current activities such as: new item launches, discontinued products, new product development, price changes and customer demand, in relation to the daily and ad volumes.
• Understands the dynamics of all departments, how they impact each other and how they impact customers.
• Aid in the development and execution of extended relationship management, by supporting programs such as EDI, all web-based ordering and supporting the execution of Full-Service Solutions.
• Actively participate in the training process for fellow associates as needed.
• Adhere to best practices by maintaining a consistent flow of information regarding customer strategies to customer service team support, transportation, sales, operations, demand planning and forecasting teams
• Accountable for managing all customer related information, as needed to effectively perform job functions.
• Expected to maintain a high accuracy level in data entry and proactively communicate with Customers.
• Accountable to adhering to all order guidelines, processes, and procedures.
• Responsible for the execution of item reservations/allocations as needed.
• Directly accountable for special projects assigned by management as it correlates to career development
• Performs other assignments or related duties as directed.
• Forecast each customer by DC, SKU, and day
• Open credit memos as notified
• Review approval que daily
• Daily communication with customers regarding timely notification on OS&D, rejections, and pricing
• Other duties as assigned

JOB SPECIFIC COMPETENCIES:
• Minimum 3 years’ experience in same or similar position
• Ability to work in a team oriented, fast paced, sales driven environment.
• Good verbal and written communication skills; presentation experience a plus.
• Active listening skills with the ability to clearly and concisely communicate.
• Strong time management skills with the ability to multi-task and manage frequent and urgent interruptions, with poise and professionalism.
• Aptitude to be focused, highly organized, self-motivated, and self-directed by efficiently and effectively managing workload and assignments to completion with minimal supervision.
• Ability to understand components of customer strategies and business plans to support DFV cross-functional teams.
• Experience in sales order systems as well as demonstrate an ability to navigate fluently within Microsoft tools, i.e. Word, Excel, Outlook, and Power Point.
• Ability to make decisions using independent discretion and sound judgement.
• Critical thinking and problem-solving skills as needed for positive conflict management.
• Ability for occasional travel as required to accompany Sales representative for customer or Dole meetings.
• An innate ability to lead, be influential and persuasive when the opportunity presents itself.
• Desire for self-improvement and contributing to solid team development.

PHYSICAL REQUIREMENTS:
• While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle or feel objects, tools, or controls; talk to hear.
• The employee must occasionally lift (including overhead) and/or up to 25 lbs.

WORK HOUR & TRAVEL REQUIREMENTS:
• Ability to work beyond regular business hours, weekends, on-call, and holidays as required.
• Ability to work an additional rotation day as needed.

EXPERIENCE AND EDUCATION:
• Bachelor’s degree or equivalent experience preferred
• High School Diploma or GED required.

EEO STATEMENT: We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

Applicants have rights under Federal Employment Laws:
Family and Medical Leave Act (FMLA) English
Family and Medical Leave Act (FMLA) Spanish
Equal Employment Opportunity Commission (EEOC)
Employee Polygraph Protection Act (EPPA) English
Employee Polygraph Protection Act (EPPA) Spanish
Uniformed Services Employment and Reemployment Rights Act (USERRA)