Customer Service Officer - Foodservice

Job Summary:The incumbent, in the role of Customer Service Representative within the company’s Food Service Department, is responsible for providing excellent customer service and support to accounts, assisting with order processing, and resolving customer inquiries promptly. Reporting to the Sales Manager, the incumbent plays a central role in ensuring a positive customer experience, strengthening client relationships, and supporting the organization’s commitment to service excellence.

Job Responsibilities

The incumbent is tasked with managing customer inquiries and handling all aspects of order processing, from initial order entry to final delivery confirmation.They act as the primary point of contact for customer accounts, addressing product inquiries, resolving issues, and coordinating with internal departments to ensure customer needs are met.The incumbent processes orders accurately in the system, monitors stock levels, and coordinates with supply chain teams to prevent order delays.They handle customer complaints professionally, working to resolve issues to the client’s satisfaction and escalating concerns to the Sales Manager when necessary.The incumbent keeps customers informed on the status of their orders, expected delivery times, and any changes in product availability.They gather and report customer feedback, providing insights that can help improve service quality and product offerings.The incumbent also assists in managing documentation, ensuring all customer interactions and order details are accurately recorded.Additionally, the position will support the sales team in meeting service targets and contributing to Company’s reputation for reliable customer support.Functional / Technical Competencies:The incumbent must have a solid understanding of customer service principles, including order processing and complaint resolution.Proficiency in CRM and ERP systems (such as SAP) is essential for handling customer records and tracking order statuses.The incumbent should possess excellent communication skills to interact effectively with clients and resolve issues efficiently.Additionally, they should demonstrate strong organizational skills to manage multiple customer requests and maintain accurate records.