Customer Service Representative I

Job Description

Job DescriptionSalary: $18.50 - $20.50 (DOE)

Job title: Customer Service Representative I
Department: Customer Service and Sales
Reports to:Customer Service Manager
Status:Full Time, 40 hours per week, Hourly, Non-Exempt

Competitive Wage, Great Benefits!
Open until filled

About us:
Hummingbird Wholesale is a small, family and employee owned & operated company distributing organic food throughout the Pacific Northwest and into northern California. We are a team of highly engaged and extraordinarily productive people who are inspired to work hard, have fun, and give our very best at all times. We are motivated by our mission, vision, and values. We work effectively & efficiently, and enjoy connecting with each other through our daily work.

Our Mission, Core Values and Culture:
We endeavor to serve people and the planet by providing the highest quality, most nutritious foods, grown as locally and sustainably as possible to nourish the body, mind, and soul. We practice principles of ecological & social justice in our business operation, and strive for minimum packaging and waste. We value long-term relationships with farmers, vendors, coworkers, and customers.

Do you want to work at an Employee-Owned Company who is rated one of the100 Best Green Workplaces in Oregon?

In January 2023, Hummingbird owners Charlie and Julie Tilt made a bold move by transitioning their ownership of the company to an Employee Owned Purpose Trust, securing and guiding the mission and values of the business into perpetuity. The Purpose Trust was established to serve as a co-creator of life-enhancing, inclusive, and healthy food systems for our regional and global community. We invite you to join us as we work together to transform the world toward a sustainable food production system which supports the health of the people who depend on it, as well as the earths precious ecosystems.

Can work be fun?
We think so! Creating a positive, safe and healthy work environment is central to our mission and values. From our weekly, all-company huddles where we share what's going on in each department and our quarterly profit-sharing program, to unique benefits like our coworker annual self-care stipend, we walk our talk.

Compensation Benefits + Perks:
We offer competitive wages and generous benefits and perks including health insurance with an HSA option, paid vacation, paid holidays, paid sick leave, paid volunteer time, 401K, profit sharing, self-care funds, wholesale pricing on Hummingbird products and with a curated list of local vendors, and more!

Job Summary:

The Customer Service Representative (CSR) provides a relationship and service-oriented approach to sales, successfully representing the Companys Mission and Values to our external customers and internal coworkers. The CSR is responsible for establishing and maintaining ongoing relationships and growing sales with new and existing accounts. Members of Customer Service team serve wholesale customers over the phone, online, and in person, as well as Hummingbird Curbside pick-up retail customers. Diligent communication, follow through and exceptional management of details is a key strength for the success in this role. This position also assists in the support of executing successful sales strategies and tactics to meet Company sales goals. Goals and objectives are met through the collaboration and effective communication with the numerous supporting departments, including, Sales, Warehouse and Logistics, Marketing, Office administration, Purchasing and Production. Periodic sales trips to meet with customers and perform in-store audits and demos are also a requirement of the CSR.

Essential Functions:

• Be passionate about the organic food industry and conveys this to customers through knowledge of organic foods, agriculture and expertise in organic food practices, principles and culture.
• Provide excellent and consistent Customer Service, knowing that every relationship counts. Build mutually rewarding long term relationships with coworkers, customers, vendors, and the community.
• Uphold the highest standard of Food Safety by following all policies and procedures in the Food Safety Plan applicable to the job title.
• Work in collaboration with the entire Customer Service and Sales team in an effective and efficient manner.
• Communicate in-person, via phone and email in a friendly and professional manner.
• Use all company systems in compliance with established policies and procedures including workplace safety and food safety policies and procedures.
• Participate and contribute to strong safety culture by working safe and supporting safety with Coworkers.
• Help generate healthy company profits consistent with our mission and principles.
• Uphold the highest standard of food safety by following all policies and procedures in the Food Safety Plan applicable to the job title.
• Communicate in-person, via phone, and over email in a friendly and professional manner.
• Participate in department meetings and trainings as needed and/or scheduled.
• Complete company-sponsored training in Lean and Kaizen culture, use Lean and Kaizen principles in collaboration with Coworkers to reduce waste, improve customer outcomes, and support company goals and objectives.
• Comply with all applicable company, governmental, and regulatory agency policies and guidelines.
• Give great customer service, understanding that every relationship counts. Build mutually rewarding, long term relationships with Coworkers, customers, vendors, and community.
• Help drive our sustainability practices through participation in and help improving company sustainability initiatives and programs. Complete company-sponsored training and participate in Hummingbirds waste-stream reduction program, minimizing waste and properly sorting waste-stream items into designated receptacles.
• Arrive to work each day ready to participate in helping others do their best. Be committed to having fun.
• Be enthusiastic and active in growing and improving personally and professionally.
• Exhibit respectful behavior.
• Have excellent attendance and punctuality.

Customer Service Representative Level I Essential Functions:

• Process customer orders received by phone, email, web, and in person with a high level of accuracy and according to the established deadlines.
• Respond to customer and Coworker inquiries in a timely and professional manner.
• Provide excellent customer service, maintaining customer satisfaction.
• Support and manage a book of assigned accounts, looking for opportunities to continually engage customers.
• Responsible for communicating and promoting product information to accounts. Including new item suggestions, products returning to stock and product promotions in order to support increased sales and product saturation to support our customers.
• Respond to new customer inquiries in a timely manner sharing Hummingbirds wholesale guidelines, product and price list, and distribution options. Communicate with customers throughout the onboarding process to ensure a wonderful experience and answering questions as needed.
• Maintain clear, professional and accurate documentation of customer interactions and communications, supporting a team-based approach to customer service and sales.
• Collaborate with customers and Coworkers to solve problems. Have a solution focused approach regarding order fulfillment, quality concerns, and delivery.
• Update and maintain information in Company systems to ensure accuracy and efficiency of operations and data management.
• Work to build a comprehensive understanding of account needs and preferences, and how to provide a high level of service to grow each customer (relationship and sales).
• Manage the accurate documentation of contract fulfillment and ongoing communication with the customer account, working closely with sales to ensure a positive customer experience.
• Excellent understanding of HW products and effective use of HW informational systems to convey product knowledge to customers.
• Accurately create Return Merchandise Authorizations (RMAs) in response to Customer or Driver requests to return product in a timely manner.
• Accurately create Return Sales Orders (RSOs) to finalize RMAs, correct inventory and reconcile payment for customers in a timely manner.
• Respond to internal or external customer situations and supporting the resolution of complaints.
• Complete a detailed monthly sales report, analyzing account performances and finding opportunities to increase sales and/ or improve the relationship. Share completed report with the manager and sales team, and review the reports of supporting sales reps.
• Participates in in-store demonstrations.

Job Requirements and Qualifications:

Education:High school diploma required; some college preferred.

Training Requirements (licenses, programs, or certificates):None required, though any relating to items listed under Skill Requirements or Experience is helpful.

Skill Requirements:

• Excellent and consistent phone manner.
• Computer literacy, including computer data entry.
• Basic math, logic and problem-solving skills.
• Ability to prioritize and manage time effectively on a daily basis and communicate workload challenges.
• Ability to learn and clearly convey information about several hundred products (with product databases accessible).
• Build customer accounts through developed strategies, relationship management, account analysis, and timely follow through as well as other tactics as assigned.
• Meet deadlines in fast-paced multi-use work environment. Excellent time management skills.
• Coachable and willing to take feedback.
• Ability to maintain a positive, solution-oriented attitude.
• Detail oriented, well organized.
• Effective oral and written communication skills, good interpersonal communication skills.
• Ability to work well individually and with others.
• Intermediate computer skills.

Experience:

• Customer Service One or more years experience in a position that interfaces directly with customers on a regular basis is required. Experience serving customers remotely and taking orders over the phone preferred.
• Sales Some experience in selling to independent, co-operative, and regional grocery customers, food processors, or manufacturers preferred.
• Computer Experience Experiences with the following computer programs is required: Microsoft Office and Google Suite. Experience with CRM, ERP and/or inventory computer programs is preferred.
• Natural Foods One or more years experience within the natural foods industry is preferred.

Physical, Mental and Visual Requirements:

• While Hummingbird Wholesale strives to create opportunities for desk workers to have regular tasks which get them up and moving around, the Customer Service Representative spends the majority of their time in a stationary position at a desk. The coworker must be able to operate a computer for many hours a day.
• In support of some essential job functions, the position requires the Customer Service Representative to work in commercial food production and warehouse environments. While in these environments, the coworker must be able to safely comply with all company and regulatory rules and guidelines.
• The position requires frequent and repeated exposure to major food allergens, including but not limited to, wheat, tree nuts, dairy, and soybeans.
• Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of this Customer Service Representative position.

Other Information: (Travel required, workplace environment, etc.):

• A valid drivers license is required.
• Some travel may be required for store visits, in store demos, trade events and conferences, or farms and supplier visits.
• The Customer Service Representative may work in a shared space with frequent interruptions.
• Travel to visit potential or current vendors, customers, or attend trade shows, educational conferences, or industry events will be necessary throughout the year.

Conclusion:

This job description is intended to convey information essential to understanding the scope of the Customer Service Representative's position but is not intended to be an exhaustive list of skills, efforts, duties, responsibilities or working conditions associated with the position.