Customer Service Representative

WORK SHIFT:

Our NC facility is temperature-controlled by HVAC.

JOB DESCRIPTION:

The Customer Service Representative supports Cambro's customers across email, live chat, phone, and other digital communication channels. This role serves as a brand ambassador, representing Cambro professionally by delivering consistent, premier service in every customer interaction, while supporting a company known for its long-standing commitment to quality, reliability, and service within the foodservice industry.

• Responds to customer inquiries regarding products and orders in a timely, accurate, and professional manner, including addressing technical questions and providing general product information.

• Demonstrates understanding of Cambro's culture and consistently reflects the company's core values of Safety, Quality, Respect, and Service.

• Maintains reliable and consistent attendance, including punctuality, to meet departmental and organizational needs.

• Works effectively as a team member by communicating respectfully, collaborating with others, and remaining open to giving and receiving feedback.

• Manages a high volume of written and verbal customer communications each day while maintaining a positive, customer-focused approach.

• Resolves customer issues related to product availability, order status, delivery expectations, freight damage, shortages, and related concerns in a timely manner.

• Uses CRM software to document and manage customer interactions, ensuring visibility and effective communication across the team.

• Manages ecommerce and retail customer accounts through designated web portals.

• Identifies opportunities to recommend additional or alternative products when appropriate to meet customer needs.

• Assists customers with returns and processes return authorizations in accordance with company procedures.

• Collaborates with internal departments to support customer needs and resolve issues.

• Understands basic freight terms such as third party, collect, and prepaid, and investigates missing or delayed shipments as needed.

• Prepares reports and completes administrative tasks to support team and customer requirements.

• Performs assigned duties effectively and meets established performance expectations.

• Adheres to all safety procedures, including the use of required personal protective equipment, participation in safety meetings, and reporting unsafe conditions or equipment issues.

• Demonstrates accountability for individual work, takes ownership of responsibilities, communicates status updates, and supports solution-oriented outcomes.

• Follows departmental quality standards and promptly escalates concerns or issues to management.

Additional Responsibilities
Demonstrates flexibility to work overtime or adjust schedules as needed to support business and operational requirements.

The requirements below represent the knowledge, skills, and abilities needed to perform the essential functions of the role. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

• Possesses a high school diploma or equivalent, with two to five years of experience in a customer service or customer experience support environment.

• Demonstrates the ability to work independently while effectively prioritizing and managing a dynamic workload.

• Collaborates and communicates effectively with management, customers, and distributors, maintaining a strong focus on customer service.

• Adapts to change and embraces new processes, tools, and technologies.

• Manages multiple tasks and performs effectively in a fast-paced environment.

• Demonstrates proficient computer skills, including working knowledge of Microsoft Outlook, Word, Excel, and Teams.

• Maintains experience with customer service software and CRM systems, with Salesforce Service Cloud experience preferred.

• Exhibits strong professional communication skills, both written and verbal.

• Applies strong listening, analytical, and problem-solving skills.

• Communicates with empathy, professionalism, and a positive demeanor in all interactions.

PREFERRED QUALIFICATIONS

• Customer service experience in a manufacturing or food service industry.
• Multilingual
• AS400 experience

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Constant sitting, occasional walking, standing, bending at the neck and/or waist, twisting at the neck and/or waist, simple grasping, reaching above and below shoulder level, lifting/carrying up to 10 lbs.

CAMBRO is proud to be an equal-opportunity workplace. All qualified applicants will receive consideration for employment without regard to and will not be discriminated against based upon race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic information, military or veteran status, or other characteristics protected by law.