Customer Service Representative

  • Bridgeport, CT, USA
  • Full-time

Company Description

Founded by Eric Lecoq in 1991, we are the preeminent manufacturer of fine French pastries in the US.

Intense focus on innovation, investment in state-of-the-art equipment, and an uncompromising commitment to the highest quality in ingredients, together with artisanal know-how and respect for tradition, are the secrets to the creation of our exquisite pastries.

Our amazing people's inspiration and dedication are what brings it all together. Their enthusiasm for the product and commitment to delivering the very best French pastries translates into an unforgettable experience for your taste buds.

The same principles of quality, high standards, and precision are found throughout the organization in everything we do. If you have a passion for excellence, an innovative mind, and pride for things well done, we'd love to meet you.

Job Description

Overview of Position

The purpose of this position is to deliver outstanding customer service to all Lecoq Cuisine customers by utilizing excellent, in-depth knowledge of company products.  This position also functions as the focal point of contact by taking ownership of processing orders, addressing customer issues and handling any related tasks.

What will be my duties and responsibilities in this job?

  • Provides timely and accurate information to incoming customer order status and product knowledge requests.
  • Processes customer orders according to established company policies and procedures.
  • Works closely with shipping and production on coordination of customer orders.
  • Works closely with the Finance Department to resolve disputed credit items.
  • Evaluates incoming debits, investigates reasons cited, and coordinates with appropriate documentation.
  • Generates correspondence to secure additional customer information and resolve customer disputes.
  • Communicates courteously with customers by telephone and email.
  • Provides timely feedback to the Company regarding service problems or customer concerns.
  •  Partners with sales reps and production staff to meet and exceed customer service expectations.
  • Investigates and solves customers’ problems and issues.
  • Maintains accurate records of discussion and correspondence with customers.
  • Answers and routes all incoming calls not handled via automated voice mail tree.
  • Greats and signs visitors.
  • Works with carriers regarding outgoing customer shipments.
  • Other duties as assigned.

Accountabilities

  • Enhance customer satisfaction by taking ultimate responsibility for all assigned customers.
  • Enhance customer satisfaction by resolving questions/complaints in a timely manner.
  • Assist in optimizing performance by improving communication with Production and Sales.
  • Proactively troubleshoot issues in the area to reduce customer complaints and enhance customer satisfaction.

 

 

 

 

 

Qualifications

What are the requirements needed for this position?

  • 3+ years of customer service experience, preferably in a manufacturing environment.
  • Knowledge of the food/baking industry a plus
  • Proficiency with Microsoft Office (i.e. Word, Excel)
  • Excellent communication and organizational skills.
  • Clear, concise communicator both verbally and in writing
  • Excellent listening skills
  • Ability to proactively and professionally address customers’ demands
  • Ability to multi-task and prioritize competing tasks on a daily basis.
  • Ability to work under pressure in a deadline driven environment
  • Bilingual Spanish/English a plus
  • Team player

Work Environment:

Office environment. Moderate noise.

Physical Demands:

Standing, sitting, walking, talking or hearing

Coverage during absence:

e-commerce Specialist

 

Additional Information

Lecoq Cuisine provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. 

 

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