Customer Care Agent - Baldor Specialty Foods

What We’re Looking For

You know that the world of apples is bigger than Galas, Red Delicious and Granny Smiths. Maybe you haven’t had them all yet, but you dream of sampling every Heirloom variety out there, and of sharing your finds with others. Your quest to learn more about Specialty foods, sales and team work sets you apart from your peers, as does your belief that excellent customer service is the only way to deliver customer service. Baldor Specialty Foods is seeking passionate food lovers for the role of Customer Care Agent, who cannot wait to learn and grow in a speedy, fun, and interactive environment.

Who We Are

Baldor Specialty Foods is one of the largest importers and distributors of fresh produce and specialty foods in Northeast and Mid-Atlantic regions. Beginning as Balducci’s fruit stand in Greenwich Village in 1946, Baldor maintains its original promise – curate and deliver the best and freshest foods in the world. Baldor seeks to provide great specialty foods and logistics that give their customers an edge. To learn more, go to www.baldorfood.com.

OBJECTIVE

To provide an exceptional customer service experience that will add value, build trust, and reduce anxiety in every phase of the customer’s journey with Baldor.

JOB BRIEF

The Customer Care Agent engages new and existing customers by answering product and service questions; coordinates and oversees problem resolution; and suggests information about other products and services. The CCA processes orders, and journals issues and customer notes, conducts follow up and ensures customer satisfaction.

The CCA will resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

The best CCAs are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk. Customer Care Agents can put themselves in their customers’ shoes and advocate for them when necessary. Problem-solving also comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they don’t have enough information to resolve customer complaints.

Customer feedback is priceless, and CCAs gather valuable feedback to help Baldor design the ultimate experience for our customers. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

RESPONSIBILITIES

Build sustainable relationships and trust with customer accounts through personalized, open and interactive communication

• Manage large amounts of incoming calls
• Welcome and on board new customers, assist with applications, introduce them to our comprehensive website and impress them gratitude and efficiency
• Ensure existing customers are retained and delighted
• Take incoming orders and generate sales leads by recommending new products or logical replacements
• Identify and assess customers’ needs to achieve satisfaction, including the ability to work with other departments in pursuit of problem resolution
• Seek opportunities to expand sales by recommending potential products or replacements
• Collect customer information and keep records of customer interactions including buying behavior
• Follow communication procedures, guidelines and policies
• Go the extra mile to engage customers
• Work under immediate supervision
• Resolve customer complaints via phone, email, and chat
• Meet personal/customer care team sales targets and call handling quotas
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure complete resolution. Keep digital records of customer interactions, process customer accounts using the provided technology

REQUIREMENTS

Demonstrated customer support experience or experience as a client service representative

• Enjoys problem solving and making new friends
• Track record of over-achieving, or doing more than what’s expected
• Superior phone contact handling skills and active listening
• Familiarity with CRM systems, practices, and/or entering customer data
• Customer orientation and ability to adapt/respond to different types of characters
• Disciplined personality with a natural ability to stay focused
• Excellent communication and presentation skills, can articulate both verbally and in writing
• Passion for and/or knowledge of produce and specialty food products
• Ability to prioritize and manage time effectively
• Working knowledge of Microsoft Office suite
• Can work weekends as necessary
• A bachelor degree or equivalent

PREFERRED

• Bi lingual with Spanish a big plus
• Knowledge of Zendesk or other CRM a plus