The Customer Service Representative II is responsible for ensure outstanding customer experience through accurate order entry, providing product information, tracking orders and providing problem resolution.

Essential Functions

• Answer incoming customer phone calls and take appropriate action for each call

• Enter and verify accurate orders via phone, email, and fax for customers

• Determine lead times and freight methods to ensure timely arrival based on customer needs.

• Offer suggestive sales of products, programs and promotions as needed.

• Interact with customers, primarily via telephone and email; research and resolve issues.

• Participate and assist with various department projects (i.e. surveys, sales blitz, lead generation, etc.).

• Maintain customer satisfaction through timely follow-up using clear and professional verbal and written communication.

• Participate in proactive team efforts to achieve departmental and company goals.

• Maintain a professional demeanor, treat internal and external customers with courtesy and respect at all times.

Qualifications

Education & Experience

• Minimum High School or GED

• Minimum 2 year of extensive computer and order entry experience

• Preferred 3 year call center experience

• Preferred 3 year previous customer service experience in a wholesale environment

• Preferred experience in coffee industry or another specialty food product

Knowledge, Skills, and Abilities

• Accuracy and attention to detail.

• Consistently demonstrate interpersonal skills and positive attitude.

• Accurate keyboarding and math skills.

• Team oriented problem solver who takes ownership of their work.

• Excellent communication skills, verbal and written and strong customer service skills.

• Self-motivated individual with the ability to work under minimal supervision.

• Ability to multi-task.

Farmer Brothers is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind. Farmer Brothers is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Farmer Brothers are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Farmer Brothers will not tolerate discrimination or harassment based on any of these characteristics. We encourage applicants of all ages.