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As a leader and innovator in the snack food industry for over 50 years, J&J Snack Foods provides branded snack foods to foodservice and retail supermarket outlets across the U.S. Its products include such icons as SUPERPRETZEL, ICEE, and Dippinā Dots along with other key brands like LUIGIāS Real Italian Ice, The Funnel Cake Factory Funnel Cakes, and Hola Churros. J&J also has a strong presence in bakery providing cakes, cookies, and pies to some of the largest grocery and convenience retailers in industry. Our company continues to deliver record sales led by a talented team and a commitment to āFun Served Hereā.
POSITION SUMMARY:Ā Ā We are the first line for our customer whether it be via email or through the phone.Ā We are responsible for answering and directing calls, placing orders, answering emails, tracking orders, and assisting our sales team.Ā
- ESSENTIAL FUNCTIONS: process ordersĀ
- answer calls and respond to emailsĀ Ā
- handle customer inquiries both telephonically and by emailĀ
- research required information using available resourcesĀ
- manage and resolve customer complaintsĀ
- provide customers with product and service informationĀ
- enter new customer information into systemĀ
- identify and escalate priority issuesĀ
- route calls to appropriate resourceĀ
- follow up customer calls where necessaryĀ
- document all call information according to standard operating proceduresĀ
- log packages receivedĀ
- produce call reportsĀ
- provide daily support and assistance to Regional ManagersĀ Ā
- contact all DDD customers weeklyĀ
- maintain DDD call list weeklyĀ
- investigate/process credit requestsĀ
- maintain complete information on all product creditsĀ Ā
- Track shipments daily & communicate with carriersĀ Ā
- Ability to learn and understand equipment components, equipment ordering procedures and the forms associated with those orders.Ā
- Monitor all equipment orders; documenting order activity to keep everyone informed and up to date on the progress of equipment ordersĀ
- Handle customer inquiries both telephonically and by emailĀ
Ā Ā Ā Ā Ā Inquiries (Email@dippindots.com, Contact Us Rcvd, Phone)Ā
- Catered eventsĀ
- New businessĀ
- Allergen/Nutritional InfoĀ
- Website questionsĀ
- Storage/Maintain productĀ Ā
- PromotionsĀ
- Franchise locationsĀ
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- Research required information using available resourcesĀ
- Manage and resolve customer complaintsĀ
- Provide customers with available shipping methods & transit time informationĀ
- Identify and escalate priority issuesĀ
- Investigate/process credit requestsĀ
- Maintain complete information on all product creditsĀ Ā
- Follow-up required on all correspondence in a timely mannerĀ
- Provide website technical supportĀ Ā
- Will run reports and enter the Internet Transfer orders for KY on a weekly basis and for CA on a period basis.Ā
- Will enter and assist with International orders.Ā Ā
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COMPETENCIES: Computer Skills, Communication SkillsĀ
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EDUCATION AND EXPERIENCE: High School or High School equivalentĀ
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Required Education:Ā Entry levelĀ
Required Experience:Ā Customer Service/Call Center 1-2 yearsĀ
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TRAVEL REQUIREMENTS: NoneĀ
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Job Analysis/Job Description Physical Activities ChecklistĀ
Job title:Ā Ā
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| Physical ActivitiesĀ Check all that applyĀ | FrequencyĀ (N)Never, (O)Occasionally or (C)ConstantlyĀ |
| Ascending or descending ladders, stairs, scaffolding, ramps, poles, and the like.Ā | NĀ |
| Moving self in different positions to accomplish tasks in various environments including tight and confined spaces.Ā | NĀ |
| Remaining in a stationary position, often standing, or sitting for prolonged periods.Ā | CĀ |
| Moving about to accomplish tasks or moving from one worksite to another.Ā | OĀ |
| Adjusting or moving objects up to 15 pounds in all directions.Ā | OĀ |
| Communicating with others to exchange information.Ā | CĀ |
| Repeating motions that may include the wrists, hands and/or fingers.Ā | CĀ |
| Operating machinery and/or power tools.Ā | NĀ |
| Operating motor vehicles or heavy equipment.Ā | NĀ |
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| Environmental ConditionsĀ Check all that applyĀ | FrequencyĀ |
| Low temperatures.Ā Ā | NĀ |
| High temperatures.Ā | NĀ |
| Outdoor elements such as precipitation and wind.Ā | NĀ |
| Noisy environments.Ā | NĀ |
| Hazardous conditions.Ā | NĀ |
| Poor ventilation.Ā | NĀ |
| Small and/or enclosed spaces.Ā | NĀ |
| Adverse environmental conditions expected.Ā Ā | NĀ |
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| Physical DemandsĀ Check only oneĀ | FrequencyĀ |
| Sedentary work that primarily involves sitting/standing.Ā | CĀ |
| Light work that includes moving objects up to 20 pounds.Ā | NĀ |
| Medium work that includes moving objects up to 50 pounds.Ā | NĀ |
| Heavy work that includes moving objects up to 100 pounds or more.Ā | NĀ |
Disclaimer:Ā This position description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.
EEO Statement:Ā J&J Snack Foods Corp.is an equal opportunity employer and prohibits discriminatory employment actions against, and treatment of, employees and applicants for employment based on actual or perceived Federal, State and local laws that prohibit employment discrimination on the basis of race, color, age, national origin, ethnicity, alienage, religion or creed, gender, gender identity, pregnancy, marital status, sexual orientation, citizenship, genetic disposition or characteristics, disability or veteran's status, sex offenses, prior record of arrest or conviction, genetic information or predisposing genetic characteristic, status as a victim or witness of domestic violence, sex offenses or stalking and unemployment status.
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