Green Mountain Coffee B2B Customer Service Representative I in Williston, Vermont

B2B Customer Care Representative I

As a B2B Inbound Customer Care Rep, you will provide a high level of customer service to our business to business customers. You will process customer inquiries and orders via email and phone following established protocols. You will escalate customer issues appropriately within the organization and be responsible for follow-up to ensure satisfactory resolution. Position requires working knowledge of the organization, products, and services. A highly motivated, team player who strives to consistently provide a superior customer experience is a must.

What you will do:

  • Enter and manage orders in our ERP system.

  • Handles customer inquiries via email and phone that are basic and routine in nature.

  • Supports Sales, Marketing, Trade, and B2B Customer Service Representatives on customer-related issues and order management.

  • Provides back-up coverage across the team.

  • Order entry and management for a broad range of customer accounts via all sources (phone, email, fax, web)

  • Navigate computerized systems for tracking, information gathering, and/or troubleshooting

  • Respond timely and professionally to customer inquires

  • Create a positive experience for the customer by consistently providing superior service and exceeding expectations

  • Assist with order fulfillment activities between Logistics, Order Management and Distribution Centers (DCs)

  • Be accountable for understanding and meeting customer expectations and ensuring timely execution of order fulfillment functions

  • Assist in dispatch of shipments to customers in a cost efficient and timely manner. This process requires effective decision making, problem solving and teamwork with Supply Planning, DC's and transportation partners

  • Have ability to prioritize multiple tasks in a fast-paced environment with focused attention to detail

  • Follow all Keurig Green Mountain policies and procedures

What you must have:

  • 0-2 years of experience in Customer Service, preferably in a contact center and/or order fulfillment and order management operation

  • 0-2 years of progressive experience in product supply (preferably for a manufacturer of consumer products)

  • Requires ability to navigate computerized systems for tracking, information gathering, and/or troubleshooting.

  • Requires some knowledge of the organization, products, and/or services.

  • Experience working with Order Management/ERP systems, databases, software systems and Microsoft Office Suites, particularly Microsoft Excel

  • Advanced computer and keyboarding experience necessary. Includes keyboarding for 4 to 6 hours per day

  • Experience working with Distributors and/or Brokers & Buyers preferred

  • Excellent verbal and written communication skills

Keurig is an Equal Opportunity Employer. Offers of employment are contingent upon satisfactory completion of a reference check, background check, drug/alcohol test, and documented proof of work authorization. In addition, some roles require a pre-employment medical examination to determine your ability to perform the essential duties of the job.

Job: *Customer Service

Organization: *Product Supply

Title: B2B Customer Service Representative I

Location: Vermont-Williston

Requisition ID: 1800592