Call Center Representative

As a leader and innovator in the snack food industry for over 50 years, J&J Snack Foods provides branded snack foods to foodservice and retail supermarket outlets across the U.S. Its products include such icons as SUPERPRETZEL, ICEE, and Dippin’ Dots along with other key brands like LUIGI’S Real Italian Ice, The Funnel Cake Factory Funnel Cakes, and Hola Churros. J&J also has a strong presence in bakery providing cakes, cookies, and pies to some of the largest grocery and convenience retailers in industry. Our company continues to deliver record sales led by a talented team and a commitment to “Fun Served Here”.POSITION SUMMARY:   We are the first line for our customer whether it be via email or through the phone.  We are responsible for answering and directing calls, placing orders, answering emails, tracking orders, and assisting our sales team.  ESSENTIAL FUNCTIONS: process orders  answer calls and respond to emails   handle customer inquiries both telephonically and by email  research required information using available resources  manage and resolve customer complaints  provide customers with product and service information  enter new customer information into system  identify and escalate priority issues  route calls to appropriate resource  follow up customer calls where necessary  document all call information according to standard operating procedures  log packages received  produce call reports  provide daily support and assistance to Regional Managers   contact all DDD customers weekly  maintain DDD call list weekly  investigate/process credit requests  maintain complete information on all product credits   Track shipments daily & communicate with carriers   Ability to learn and understand equipment components, equipment ordering procedures and the forms associated with those orders.  Monitor all equipment orders; documenting order activity to keep everyone informed and up to date on the progress of equipment orders  Handle customer inquiries both telephonically and by email        Inquiries (Email@dippindots.com, Contact Us Rcvd, Phone)  Catered events  New business  Allergen/Nutritional Info  Website questions  Storage/Maintain product   Promotions  Franchise locations    Research required information using available resources  Manage and resolve customer complaints  Provide customers with available shipping methods & transit time information  Identify and escalate priority issues  Investigate/process credit requests  Maintain complete information on all product credits   Follow-up required on all correspondence in a timely manner  Provide website technical support   Will run reports and enter the Internet Transfer orders for KY on a weekly basis and for CA on a period basis.  Will enter and assist with International orders.       COMPETENCIES: Computer Skills, Communication Skills    EDUCATION AND EXPERIENCE: High School or High School equivalent    Required Education:  Entry level  Required Experience:  Customer Service/Call Center 1-2 years    TRAVEL REQUIREMENTS: None      Job Analysis/Job Description Physical Activities Checklist  Job title:     Physical Activities  Check all that apply  Frequency  (N)Never, (O)Occasionally or (C)Constantly  Ascending or descending ladders, stairs, scaffolding, ramps, poles, and the like.  N  Moving self in different positions to accomplish tasks in various environments including tight and confined spaces.  N  Remaining in a stationary position, often standing, or sitting for prolonged periods.  C  Moving about to accomplish tasks or moving from one worksite to another.  O  Adjusting or moving objects up to 15 pounds in all directions.  O  Communicating with others to exchange information.  C  Repeating motions that may include the wrists, hands and/or fingers.  C  Operating machinery and/or power tools.  N  Operating motor vehicles or heavy equipment.  N      Environmental Conditions  Check all that apply  Frequency  Low temperatures.   N  High temperatures.  N  Outdoor elements such as precipitation and wind.  N  Noisy environments.  N  Hazardous conditions.  N  Poor ventilation.  N  Small and/or enclosed spaces.  N  Adverse environmental conditions expected.   N      Physical Demands  Check only one  Frequency  Sedentary work that primarily involves sitting/standing.  C  Light work that includes moving objects up to 20 pounds.  N  Medium work that includes moving objects up to 50 pounds.  N  Heavy work that includes moving objects up to 100 pounds or more.  N  US Hourly Pay Range$17—$17 USDDisclaimer: This position description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice. EEO Statement: J&J Snack Foods Corp.is an equal opportunity employer and prohibits discriminatory employment actions against, and treatment of, employees and applicants for employment based on actual or perceived Federal, State and local laws that prohibit employment discrimination on the basis of race, color, age, national origin, ethnicity, alienage, religion or creed, gender, gender identity, pregnancy, marital status, sexual orientation, citizenship, genetic disposition or characteristics, disability or veteran's status, sex offenses, prior record of arrest or conviction, genetic information or predisposing genetic characteristic, status as a victim or witness of domestic violence, sex offenses or stalking and unemployment status.