Blount Fine Foods Careers

Description

Bringing our love of food to families for five generations!  Blount Fine Foods is a family-owned and operated manufacturer, marketer, and developer of premium fresh prepared foods. We are an engaging team, bringing restaurant-quality products to America including single-serve grab-n-go fresh soups, mac & cheese, and entrées in grocery stores across the country, as well as for hot bars and restaurants. Help us create the finest food experiences including those with specialty certifications that include organic, gluten-free, and low sodium, among others. Join a proven team for growth, success, and a satisfying career! 

Summary – The Customer Care Representative is responsible for issue resolution and delivering the very best Customer Experience (“CX”) with each consumer and customer contact. Delivering a positive experience will increase customer satisfaction and brand loyalty. These contacts occur through telephone, email, mail, text, web chat, and social media interactions. In event of absence, position will be filled by adequately trained personnel.   

 Essential Duties and Responsibilities  

• Greet consumers warmly and resolve their issues and inquiries into our Customer Care team via telephone, email, text/SMS chat, web chat, and mail.
• Build positive relationships with consumers that drive brand loyalty and sales.
• Recognize and escalate high priority consumer issues such as illnesses and injuries to management.
• Respect and ensure consumer confidentiality.
• Track call related information for auditing, relationship mapping, and reporting purposes.
• Champion and coordinate customer related product issues sent into our Customer Care team via email from the sales field.
• Establish and maintain positive working relationships with Blount customers, Blount sales representatives, all internal Blount departments, and Blount Customer Care business partners.
• Provide guidance to the Customer Care teams at our Licensed Brand partners, such as Panera, and our outsourced contact center partner.
• Resolve consumer and customer issues within the defined internal Service Level requirements.

 Education and/or Experience   

• 3+ years of consumer affairs, call/contact center or customer care experience.
• Experience interacting with consumers by digital channels such as email, text/SMS, web chat and social media.
• Experience in the food industry or another regulated industry preferred.
• CCXP Certified preferred.
• Microsoft Office (Outlook, Excel & Word)
• Experience with a CRM or Customer Engagement platform. (Astute Agent, Salesforce or Zendesk preferred)
• Experience with direct messaging platforms for text/SMS and web chat.
• High school diploma or General Education Degree (GED) required. Bachelor's degree from four-year college or university preferred.
• Excellent listening skills.
• Strong verbal and written communication skills (inclusive of text and social media).
• Strong time management skills.
• Strong problem-solving skills.
• Strong team building skills.
• Ability to quickly identify requested information and anticipate future needs.
• Flexibility to customize approach to meet a variety of communication styles and personalities.
• Compassionate and empathetic conflict management skills.
• Strong attention to quality and detail.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists.

We offer: 

• Medical, dental and vision benefits.
• 401k with Company match
• Paid time off including vacation, sick time and holidays.
• Education Assistance Program.
• Life Insurance and Short-Term Disability.
• Discounts on Blount products at Company retail location.
• Discretionary Annual Bonus Program.