Senior Customer Service Associate

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Job Description: 

We are seeking an experienced, passionate Senior Customer Service (CS) Associate to play a critical leadership role in the Customer Service Department.  The ideal candidate will have advanced knowledge of produce markets, can prioritize, make independent decisions and resolve problems, often under duress and within short timelines. The Senior CS Associate mentors and trains CS Associates by identifying daily opportunities to improve proficiencies and knowledge.  This position requires the ability to make effective decisions in a continually changing and challenging environment and ability to identify product trends and efficiencies even when customers are not asking for them.  Good sense of humor is a plus!

Responsibilities & Duties: 
  • Provides a single point of focus for large customers that have complex structures and the need for continual communication touch-points; works closely with the CS Director and upper management
  • Anticipates and troubleshoots customer issues, analyzes situations within changing seasonal produce conditions
  • Problem-solves quickly, utilizing data, market trends and customer needs
  • Oversees accurate and timely credits, rejections and protections
  • Identifies and resolves transportation and dispatch issues
  • Engages in management-level conference calls to set price templates; explains them to members and reconciles accounting issues with speed and accuracy
  • Performs rotating on-call problem-resolution duties as a Markon management representative in off-hour situations (approx. 1 weekend every 12 weeks), recognizing time-constraints that need to be addressed with shippers and produce life
  • Exercises independent judgment and discretion in all duties performed
  • Models leadership and best practices in all work
  • Other duties as assigned
  • Any combination of education and experience that provide the skills needed to successfully complete the essential functions; typically, through a Bachelors or Associates degree and 2-3 years of produce industry purchasing or sales experience
  • Strong computer skills, including database, Excel, Outlook and ability to learn new programs
  • Excellent verbal and written communication skills, and customer service skills
  • Ability to identify and resolve complex problems independently and with sound judgment
  • Consistently demonstrates accuracy, thoroughness and dependability in a fast paced environment
  • Ability to demonstrate initiative, flexibility, enthusiasm and team work
  • Ability to work rotating Saturday schedule
  • Ability to be on-call, approximately one weekend every 3 months (on-call pay provided)

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Our company is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, age, sex, religion, disability, sexual orientation, marital status, veteran status, gender identity or expression, or any other basis protected by local, state or federal law.

This policy applies with regard to all aspects of one’s employment, including hiring, transfer, promotion, compensation, eligibility for benefits and termination.

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