Customer Service Rep/Expediter (06204)

About the role

We're looking for a friendly and efficient Customer Service Rep/Expediter to join our team at our Lakewood location. In this role, you'll be the vital link between our customers and our products, ensuring smooth order processing and exceptional customer satisfaction.

• Respond to customer inquiries via phone, email, and chat, providing accurate and helpful information
• Process customer orders efficiently, ensuring all details are correctly entered into our system
• Expedite orders as needed, coordinating with our logistics team to meet customer expectations
• Track and update order status, proactively communicating with customers about any changes or delays
• Resolve customer complaints and issues in a timely and empathetic manner
• Maintain detailed records of customer interactions and transactions
• Collaborate with others to ensure customer needs are met
• Identify and escalate complex issues to appropriate team members when necessary
• Stay updated on product information, promotions, and company policies to provide accurate information to customers

Qualifications & Requirements

• 1-2 years of customer service experience preferred
• Experience in order processing or expediting is a plus
• Excellent verbal and written communication skills
• Strong problem-solving abilities and attention to detail
• Proficiency in customer service software and order tracking systems
• Ability to multitask and manage time effectively in a fast-paced environment
• Patient and empathetic approach to customer interactions
• Basic computer skills
• Customer service certification is a plus
• Willingness to learn and work as a team.

PHYSICAL REQUIREMENTS including, but not limited to the following

• Standing: Most tasks are performed from a standing position.
• Walking: For short distances for short durations.
• Surfaces include ceramic tile "bricks" with linoleum in some food process areas. Height of work surfaces is between 36" and 48".

Sitting

Paperwork is normally completed at a desk or table.

Lifting

• Bulk product deliveries are made twice a week or more and are unloaded by the team member using a hand truck.
• Deliveries may include cases of ingredients and supplies weighing up to 50 pounds with dimensions of up to 3' x 1.5'.
• Cases are usually lifted from floor and stacked onto shelves up to 72" high.

Carrying

• Large cans, weighing 3 pounds, 7 ounces, are carried from the workstation to storage shelves.
• Occasionally, pizza sauce weighing 30 pounds is carried from the storage room to the front of the store.
• Trays of pizza dough are carried three at a time over short distances, and weigh approximately 12 pounds per tray.

Pushing

• To move trays which are placed on dollies. A stack of trays on a dolly is approximately 24"- 30" and requires a force of up to 7.5 pounds to push.
• Trays may also be pulled.

Climbing

Team members must infrequently navigate stairs or climb a ladder to wash walls or perform minor maintenance.

Stooping/Bending

• Forward bending at the waist is necessary at the pizza assembly station.
• Toe room is present, but workers are unable to flex their knees while standing at this station.
• Duration of this position is approximately 30 - 45 seconds at one time, repeated continuously during the day.
• Forward bending is also present at the front counter and when stocking ingredients.

Crouching/Squatting

Performed occasionally to stock shelves and to clean low areas.

Reaching

• Reaching is performed continuously; up, down and forward.
• Workers reach above 72"occasionally to turn on/off oven controls, change prices on sign, and lift and lower objects to and from shelves.
• Workers reaching down to perform such tasks as scooping cornmeal from a plastic barrel, or washing dishes.
• Workers reach forward when obtaining topping ingredients, cleaning work surfaces, or answering phones.

Hand Tasks

• Eye-hand coordination is essential. Use of hands is continuous during the day.
• Frequently activities require use of one or both hands.
• Shaping pizza dough requires frequent and forceful use of forearms and wrists.
• Workers must manipulate a pizza peel when removing pizza from the oven, and when using the cutter.
• Frequent and/or forceful pinching is required in the assembly of cardboard pizza boxes.
• Team Members must be able to grasp cans, the phone, the pizza cutter and pizza peel, and pizza boxes.

Machines, Tools, Equipment, Work Aids

Team Members may be required to utilize pencils/pens, computers, telephones, calculators, TDD equipment, pizza cutters and pizza peel.