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Dawn Foods Global · 7 hours ago

Customer Service Representative II

Denver, Colorado, United States

Full-time

Hybrid

Mid Level

$49K/yr - $74K/yr

3+ years exp

Dawn Foods is a global leader in bakery manufacturing and ingredients distribution. They are seeking a Customer Service Representative II to manage customer accounts, resolve issues, and ensure operational excellence through effective communication and collaboration with cross-functional teams.

Food and BeverageManufacturing

Responsibilities

Manage assigned accounts through open lines of communication by having regular check-ins, order updates, and driving the e-commerce platform. Notify customers promptly about shortages or supply delays that impact service, providing specifics about timelines and/or alternate options

Account ownership of House Accounts, which includes all communication & order management with the customer

Mentor CSR I’s by providing training and working with them on troubleshooting/escalations

Support and collaborate with peers and Sales during PTO coverage to ensure that essential tasks are completed effectively

Manage Customer Concerns/Credit process, and process return authorizations (customer calls with concerns of quality issues, truck hits a dock, etc.) Coordinate internally that appropriate approvals occur, documenting, and aligning paperwork to ensure alignment prior to issuing credit

Collaborate directly with cross functional Teams to troubleshoot customer issues and ensure excellent customer service throughout the entire customer journey

Utilize Salesforce to enter Customer Leads and Sample Requests to ensure proper documentation and approvals

Work directly with the Transportation Supervisor/team to update, plan, and revise delivery schedules as necessary, and assist with communication to customers during territory re-alignments

Be a Subject Matter Expert for all Dawn-facilitated platforms

All other duties and responsibilities as assigned by Customer Success management

Qualification

Customer Service ExperienceMicrosoft ExcelProblem-Solving SkillsSalesforce ExperienceSAP ExperienceMultitaskingBilingual - SpanishDetail-orientedCommunication

Required

A High school diploma or GED is required

A minimum of 3 years of Customer Service experience in an office environment, assisting customers through issue resolution. Relevant experience in a Supply Chain/Distribution support-related role can also be considered

Strong Problem-Solving Skills

Detail-oriented with the ability to multitask and work independently

Excellent verbal and written communication skills

Proficient in Microsoft Excel with practical, hands-on experience