Customer Service Representative

Job Description

Job Description

Burkett Restaurant Equipment & Supplies is a leader in the sales & distribution of new and used restaurant equipment. If you’re looking for a positive and energetic company where your ideas are valued, Burkett is the company for you!

Join Our Team as a Customer Service Representative!

Are you a people person with a passion for helping others? We're looking for a friendly, solution-oriented Customer Service Representative to join our team. In this role, you'll be the first point of contact for our customers—delivering outstanding service, resolving inquiries, and ensuring a positive experience with every interaction. If you thrive in a fast-paced environment and enjoy problem-solving with a smile, we’d love to hear from you!

To learn more about careers at Burkett please visit: https://www.burkett.com/careers

Only qualified candidates will be contacted.

Job Title: Customer Service Representative

Primary Objective: Growing customer loyalty and retention through post sale support and coordination of customer needs.

Primary Functions: This position is responsible for coordination of the day-to-day flow of customer requests and managing customer Warranty, Freight and Quality claims by coordinating with resources throughout the supply chain to deliver parts, service and final resolution according to operational service levels.

Reports To: Customer Service Manager

Scheduled Hours: Full-time / Mon-Fri / 8:00am-5:00pm

FLSA Status: Hourly

Working Arrangement: Onsite for 6 months, then eligibility for Hybrid (4 onsite / 1 offsite) may be considered.

Key Areas of Responsibility

• Manage support cases, warranty claims and customer returns to ensure customer resolution and company cost recovery
• Ensures customer satisfaction by remaining focused on diagnosing and resolving the customer issue according to operational service levels.
• Demonstrates dedication to meeting the expectations and requirements of internal and external customers
• Displays enthusiasm, sincerity and professionalism when responding to the customer’s requests and questions.
• Interacts with clear, professional written and verbal communications with clients of various levels of Management, and other departments within the organization
• Processes Service tickets, Return Merchandise Authorizations and support cases to ensure proper documentation of issues, status notes, diagnosis, resolution and costs as required by production or distributor.
• Determines the appropriate solution, educates the customer on options for resolution according to needs of customer and company policies.
• Responsible for reporting and measuring client-specific service levels and other client metrics.
• Participate in Reliability meetings as required for supplier or customer updates
• Manage freight and parcel claims with customers, vendors and freight companies to gather information and notification.
• Provides customer with product/service information such as manufacturer warranty policies and product manuals as needed
• Other assigned duties related to continuous improvement of team performance, processes and client satisfaction.
• The areas of responsibility will be across multi-channel sales.
• Provide back-up support for other Customer Service functions.

Requirements

• Ability to communicate effectively and professionally, strong verbal and written communication skills
• Ability to work with a high volume of calls and calmly solve problems for customers
• Ability to manage multiple priorities and demanding time frames
• Detail-oriented with strong organizational skills
• Exhibits confidence and contributes to team building through a positive attitude
• Maintains composure in high stress environments and situations
• Ability to adapt to change and remain flexible
• Demonstrates Courtesy, Respect, Integrity, Discipline, Responsibility, Accountability
• Excellent computer skills; proficient in Microsoft applications

Education and Training

• Associates degree preferred not required
• Minimum of 4 years of customer service experience
• Bilingual is a plus

Benefits

The Company offers competitive wages, a complete benefits package which includes options for Health, Dental, Vision, Short & Long Term Disability, Life (Company-paid & Voluntary options), Paid Time Off & Holidays after a 30 day waiting period and a 401(k) retirement program after a 90 day waiting period.

We are an Equal Employment Opportunity employer & a Drug Free Workplace.

To learn more about careers at Burkett please visit: https://www.burkett.com/careers