Customer Service Representative

The Role

Gotham Greens is seeking a dynamic Customer Service Representative to support the Sales Team by managing customer satisfaction, strengthening our company’s reputation, and increasing our brand visibility in retailers and wholesalers across the nation. This role reports to the Customer Service Supervisor.

Gotham Greens is creating new ways to farm, produce local food, revitalize communities and innovate for a sustainable future. As the Customer Service Representative, you will provide customer service and administrative support to the Sales team and collaborates with members of the Sales, Marketing, and Operations. This role will also be responsible for communicating frequently with customers to ensure we are executing orders effectively and customers are satisfied with our products and level of service.

What You'll Do

1. Customer Orders.
2. Proactively reach out to customers on a daily basis to ensure orders are placed accurately and on time.
3. Enter orders into the enterprise resource planning (ERP) system.
4. Enter, maintain, and track customer data using a CRM tool.
5. Manage customer’s Po’s using their external web portals, which include exporting new Po’s, confirming orders, and shipments.
6. Account Management and New Business.
7. Field calls and emails related to sales orders.
8. Follow up with existing and prospective customers in response to inquiries.
9. Provide sales support and pursue opportunities to expand sales through existing customers and new prospects.
10. Create and manage weekly sales reports, oversee administration of trade planners, develop merchandising/product demonstration reports, and conduct other sales operations-related tasks in close collaboration with other members of the Sales team.
11. Set up and manage paper and electronic filing systems; record information; update paperwork; and maintain documents, such correspondence, or other material such as correspondence and other material relating to customers.
12. Develop and recommend solutions based on weekly sales and order change reports.
13. Act as an Internal Liaison between Departments.
14. Work with the Supply Chain and Logistics teams to help deliver excellent customer service resolving issues and inquires.
15. Communicate with Sales and Marketing upcoming customer promotions to ensure visibility across teams.
16. Partner with the Finance team to resolve billing and payment disputes.
17. Ability to perform other duties and functionalities in relation to customer service role.

Who You Are

1. 5+ years’ experience in customer service, administration, and support.
2. Prior experience in a consumer goods company, ideally working in the capacity of grocery retail and wholesale distribution; prior experience in the natural and organic food industry and/or consumer health and wellness is a plus, but not required.
3. Highly proficient with strong computer skills digital tools such as MS Office, Teams, Salesforce, Asana, etc.
4. Ability to effectively multi-task.
5. Prior knowledge working in a CRM required. Experience in ERP or inventory management systems.
6. A flexible schedule and ability to work efficiently with minimal supervision.
7. Must be impeccably organized and able to juggle multiple priorities.
8. Excellent verbal, written and interpersonal skills.