SAM Nutrition is a family owned, private company and industry leader, seeking an energetic professional to join our dynamic team. Celebrating our 20th year of business, we are a rapidly growing company, which has more than doubled in size over the past three years. SAM Nutrition is a fast paced and fun work environment with a great team!

We pride ourselves on disrupting our industry by delivering unparalleled Price, Quality and Service, we supply animal feed and pet food ingredients and are in the top 10% of the industry in size. Our upward momentum continues – if growth, working with people, having fun, and providing an exceptional customer experience is attractive to you in a company you work for, then please come grow your career with SAM Nutrition!

The Customer Experience Representative works as a team within Customer Experience (CX) group and reports to Vice President of Sales.

This role will work with current customers to provide an unparalleled customer experience. Our goal is to delight our customers with best-in-class customer service. If you are a detailed orientated, process driven, and effective written communicator (mainly digital – emails/texts) and a team player with verbal communication you are the right fit for SAM Nutrition and our commitment to customer satisfaction.

In this role you will multitask at a high level with an ability to provide input on solutions and enhance our customer experience. We pride ourselves on utilizing modern user-friendly digital technology to execute our jobs, phone use/calls are minimal. You will be expected to use a variety of technology, including internal chat tools, our ERP System, oversee sales entry records from the CRM, as you will be a critical team member supporting the sales process and order fulfillment.

Primary Responsibilities:

• Order Entry for all sales orders into our ERP System
• Multi-tasking multiple requests from different functional departments
• Assist in resolving product or service problems by fact gathering and clarifying the customer's complaint; help determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Understanding of contracts (terms and conditions)
• Identify and assess unique customers' needs to achieve satisfaction
• Build sustainable relationships of trust through open and interactive communication
• Provide accurate, valid, and complete information by using the right methods/tools
• Keep records of customer interactions, process customer accounts and file documents
• Follow company communication procedures, guidelines, and policies
• Go the extra mile to engage customers
• Use most effective communication tools to reach out to customers as required
• Communicate with customers warmly and ascertain problem or reason for outreach
• Assist with placement of orders, refunds, or exchanges

Skills and Qualifications:

• High school diploma or equivalent; college degree preferred
• Proven customer support experience
• Working knowledge of Microsoft Office: including Outlook, Word, and Excel (Preferred)
• Ability to learn new software quickly
• Effective communication skills, contact handling skills, responsiveness, and active listening skills
• Familiar with ERP systems and best practices
• Customer orientation and ability to adapt/respond to diverse types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize and manage time effectively