Job Description

Company:

Sunrise Commodities stands at the forefront as a premier importer specializing in nuts, seeds, dried fruits, and snack products. Established in 1995, our company has cultivated a diverse product range, encompassing both organic and specialty items. We prioritize quality assurance by forging direct partnerships with farms and factories, thereby ensuring the excellence of our products. Serving a global clientele, Sunrise Commodities supplies major manufacturers as well as smaller operations across the United States, Canada, and various international markets. Find out more here:

Purpose:

The Customer Service Representative is responsible for providing exceptional support to customers by managing orders, resolving inquiries, and ensuring a positive experience. This role involves acting as the primary point of contact for customers, maintaining accurate order records, and collaborating with internal teams to resolve issues promptly. The Customer Service Representative plays a vital role in upholding the company’s commitment to superior service and customer satisfaction.

Essential Job Functions:

• Customer Support: Serve as the main point of contact for customer inquiries via phone, email, or other communication channels. Address and resolve customer issues, complaints, and concerns in a professional and timely manner.
• Order Processing: Process and manage customer orders, ensuring accuracy and timely fulfillment. Communicate order confirmations, shipping updates, and delivery timelines to customers.
• Data Management: Maintain accurate customer records and order details in company systems. Ensure data integrity and follow up on missing or incomplete information.
• Issue Resolution: Collaborate with internal teams, including logistics, sales, and supply chain, to resolve order discrepancies or delays. Escalate complex issues to the Customer Service Manager as needed.
• Relationship Building: Foster strong relationships with customers, understanding their needs and ensuring satisfaction with company services. Proactively identify opportunities to improve the customer experience.
• Reporting and Feedback: Track and report customer service metrics, such as response times and resolution rates. Provide feedback to management on recurring issues and suggest improvements.
• Compliance and Standards: Adhere to company policies, procedures, and service standards. Stay informed about product updates, promotions, and company news to provide accurate information to customers.

Job Requirements:

• Education: High school diploma or equivalent required; associate’s or bachelor’s degree preferred.
• Experience: 1–3 years of customer service or related experience, preferably in a B2B or food industry setting.
• Technical Skills: Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and familiarity with customer service software or CRM tools.
• Communication Skills: Strong verbal and written communication skills, with the ability to convey information clearly and professionally.
• Problem-Solving Skills: Ability to handle challenging situations and develop effective solutions quickly.
• Organizational Skills: Detail-oriented and capable of managing multiple tasks in a fast-paced environment.
• Interpersonal Skills: Friendly, professional demeanor with the ability to build rapport and trust with customers and colleagues.

Demands/Physical Requirements:

• Must be able to sit and work from a computer in a remote setting for an extended period.
• Ability to work in an office environment.
• Ability to work under pressure and meet tight deadlines.
• On-Site Work: Must be able to commute and work on-site when requested.

Please note: This role is eligible for a remote work arrangement. It may be requested to come into the office or on-site visits when requested.

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