Temporary Customer Service Coordinator - Tracy, CA

WHO WE ARE

At Ghirardelli, we're on a mission to become a one billion dollar brand and beyond. We want to be every consumer's first choice of premium chocolate, and we believe we can do that through our products and the way we do business, which are all inspired by our brand commitment to Making Life A Bite Better. We are a company committed to both personal and professional growth and believe that each employee contributes directly to Ghirardelli's growth and success.

Customer Service

* Managing incoming calls and customer service inquiries

* Respond to GCC website help tickets, emails and voicemail inquiries

* Work with fulfillment team on review and notification of customer delayed orders

* Resolve customer credit card and gift card discrepancies

* Perform issue resolution and root cause analysis. Resolve customer problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

* Document reason codes for customer calls

Administrative Support

* Assist Sales with order entry and processing including large address list orders, upselling where applicable

* Monitor and update customer service/fulfillment status logs

* Use order management and web related systems and their respective functionalities to perform his or her job functions

* Assist E-commerce team with auditing website for applicable content

* Support Customer Service logistics team with various clerical tasks

Specific Knowledge & Skills

* Clear, professional, and effective oral and written communication

* Team-building skills of empathy and rapport-building

* Ability to manage time effectively

* Proficiency with Word, Excel, and Outlook

* Familiarity with order management systems and web-based systems

* Ability to handle multiple tasks simultaneously

* Knowledge of customer service techniques focused on delighting the customer

* Knowledge and experience working with SAP computer environment preferred

Education and Experience

* High school diploma or GED

* Two or more years of related experience in a Customer Service environment