Customer Care Specialist - True Food

The True Food Customer Care Specialist is a highly skilled customer service representative who contributes to the growth of the overall returns process that is beneficial to both the company and customer.  They oversee and processe all returns for True Food customers. This role will be the subject matter expert and manage all aspects for True Food returns.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Understanding of return concepts and policies.
• Clearly communicates return guidelines and procedures via phone/email to our sales reps and customers when seeking a return approval.
• Request and review necessary photos for return approval.
• Ability to analyze, problem solve and use resources when reviewing return requests.
• Enters customer return authorization and proactively manages return activity.
• Excellent decision-making skills when approving returns and involve management when necessary.
• Strong equipment product knowledge.
• Proficient JDE/Presto system knowledge to be able to enter replacement orders.
• Understanding of True Food pricing and program structures
• Check inventory for replacement order or enter workorder for unit if necessary.
• Provide replacement order status along with tracking information.
• Process and approve service company invoices for equipment exchanges.
• General knowledge of freight industry standards.
• Coordinate with internal departments and freight carriers to ensure successful return or delivery of products.
• Excellent organizational skills, detail-oriented, and works well in a team environment and works well independently.
• Create, update, and maintain return reports as needed to management.
• Ability to prioritize and work in a fast-paced environment meeting deadlines and limited direction.
• Maintains a professional demeanor, ability to work under pressure, and escalate to management appropriately.
• Provide a positive customer experience.
• Liaison and internal support to our outside sales staff and customers.
• Routine maintenance of the Returns and Repair program.
• Attend meetings involving return related topics.

• High School diploma or general education degree (GED) required.
• Three or more years related experience required.

The hours for this position are 7:30am - 4:00pm, 8:00am - 4:30pm or 8:30am - 5:00pm, Monday through Friday.

We are proud to be an Equal Opportunity Employer.

Company-paid background check required upon hire.