Santa Cruz Nutritionals

Customer Service Representative

Supply Chain - Santa Cruz, CA - Full Time

Job Summary

The Customer Service Representative (CSR) works with internal and external customers to facilitate with providing updates, information, and general assistance with inquiries. CSR receives orders and communicates with teams to ensure that orders ship on time and complete.   This role represents the organization in all interactions. It includes handling of sample requests, customer inquiries/issues, and maintenance of reports and files.


Duties and Responsibilities

  • Provide top tier customer service in resolving issues and creating highly satisfied customers
  • Entry of daily orders including verification of products, pricing, and ship/delivery information
  • Handle calls from internal and external customers in a timely and effective manner
  • Provides product information, date of delivery to customer, and other inquiries
  • Works with internal and external customers to overcome technical and service issues to satisfy customer needs
  • Responsible for assisting in the investigation process when a requirement has not been met and providing a professional response
  • Confers with internal departments to expedite or trace products
  • Builds and maintains customer relationships through on-going and effective communications
  • Creation and maintenance of order guides, call sheets, customer profiles
  • Service and sell new and existing telemarketing customers
  • Enter sample orders, ensure that samples ship in a timely manner, and maintain sample files
  • Work with internal departments to ensure product is produced and released with proper paperwork in time to make customer required delivery date.
  • Contribute to improve and add to our processes, procedures, and workflows
  • Other duties as assigned

Qualifications, Knowledge, Skills, & Abilities

  • High School Diploma or equivalent
  • 3+ years’ experience in customer service roles
  • Advanced knowledge of customer service with identifying customer concerns, resolution, and follow up
  • Knowledge of office processes and procedures
  • Advanced communication skills, both written and verbal
  • Advanced skill in MS Office and using Order Management Systems
  • Ability to handle multiple tasks in a fast-paced, interactive environment
  • Attention to detail and thorough follow through skills
  • Take initiative, follow through on commitments, be quality oriented, and organized
  • Self-motivated, energetic, must be able to effectively operate in a team environment


Physical Requirements

The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

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