Customer Support Specialist - Fresno
12 hours ago
Job description
Description
Lyons Magnus leads the food industry with creativity and innovation, crafting top-quality products across all manufacturing phases, from raw materials to marketing. With over 2000 diverse items for industrial ingredient and food service sectors, Lyons caters to leading restaurant chains nationally and internationally.
At Lyons, our diverse and talented staff is the heart of our organization. We foster a thriving work environment where employees are engaged in shaping both the company's and their own future.
This is a mid-level role in the Customer Support department. Individuals are a pivotal role in ensuring customer satisfaction, managing inquiries, and facilitating efficient communication between our customers and internal teams. The Customer Support Specialist has strong interpersonal skills, excellent problem-solving abilities, and the ability to thrive in a fast-paced environment.
Pay Range: $70,305 – $75,000 per year + bonus
Hours: 5:00 AM – 2:00 PM or 6:00 AM – 3:00 PM
Schedule: Monday – Friday
Location: Fresno, CA
Travel Requirements: 25 %
Work Environment: Office setting
Requirements
Core Responsibilities:
- Supports the mission, values and vision of the company.
- Maintains the best interest of Lyons Magnus first and foremost.
- Work with employees of Lyons Magnus in a positive and constructive manner to maintain a professional relationship. Demonstrates courtesy, discretion, friendliness and diplomacy.
- Works within a team environment to share information and help others as needed.
- Responsible for providing exceptional customer support via phone, email, and online chat.
- Address inquiries, resolve issues, and provide information regarding our products and services.
- Maintain a professional and positive attitude in all customer interactions.
- Accurately process customer orders, ensuring they are complete and delivered on time.
- Collaborate with production and logistics teams to coordinate order fulfillment.
- Track order status and proactively update customers on any delays or changes.
- Investigate and resolve customer complaints or issues promptly and effectively.
- Collaborate with relevant departments to find solutions to recurring problems.
- Document all customer interactions and resolutions in the company's CRM system.
- Maintain in-depth knowledge of the company's products, ingredients, and production processes.
- Stay updated on any new product launches, promotions, or changes to existing offerings.
- Assist customers in making informed decisions by providing product recommendations.
- Keep customers informed about the status of their orders and any relevant updates.
- Provide feedback and suggestions to improve customer support processes and policies.
- Generate and maintain reports related to customer inquiries, order status, and customer feedback.
- Use data-driven insights to identify trends and areas for improvement.
- Ensure compliance with company policies, quality standards, and regulatory requirements
Knowledge, Skills and Abilities:
- Customer focus mentality to deliver excellent and consistent service.
- Independent decision-maker but successfully works as part of a team.
- Professional written and verbal communication with ability to communicate clearly and concisely, both orally, in writing, via virtual platforms (i.e., Zoom and Microsoft Teams) and in person. Consistently uses communication skills to influence outcomes.
- Strong organizational and problem-solving skills.
- Ability to work in a fast-paced environment, handling multiple priorities at once with a positive attitude.
- Experience working with logistics teams.
- Customer support experience in manufacturing background preferred.
- Excellent time management – can balance multiple priorities and meet deadlines.
- Ability to handle multiple tasks simultaneously.
- Ability to listen well, determine the issue at hand, and resolve said issue while utilizing high emotional intelligence.
- Basic mathematical skills
- Ability to resolve problems and make decisions independently.
- Ability to interpret inventory data and make order-sourcing decisions.
- Proficient in computer applications including Microsoft Office and CRM platforms preferably with Microsoft Dynamics AX and Salesforce.
Required Qualifications:
- 3+ years of experience in Customer Support
Preferred Qualifications:
- 3+ years of experience in Foodservice distribution
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