Customer Service Representative

Company Overview

Headquartered in Glen Mills, Pennsylvania, New Carbon Company dba Golden Waffles is the largest supplier of waffle irons and waffle mix to the hospitality and foodservice industry. The Company provides a comprehensive turnkey waffle program consisting of mixes, toppings, and flavorings along with waffle iron equipment and related maintenance to over 40,000 customer locations throughout North America and the rest of the world. The Company's renowned irons and mixes have been used in leading restaurants, hotels, colleges, corporate environments, and theme parks for over 85 years.

As a complete B2B2C solution provider for the waffle category, the Company enables customers the ability to offer their guests a consistently high-quality, delicious product at high margins without the typical obstacles associated with serving waffles. Golden Waffles’ well-established geographic footprint provides coast to coast coverage in the U.S. and a global distribution partner network that can service customers across the U.S. and in ~45 countries.

Golden Waffles employs ~270 associates with a geographically dispersed route delivery team of ~115. Over 80 distribution centers are located across the United States along with a waffle iron manufacturing and refurbishment center in South Bend, Indiana to ensure prompt distribution to all customers. 

Job Summary

Customer Service Representatives receive the Company’s incoming calls primarily from customers and sales representatives to assist with orders, service, shipping, accounting, cross selling, and general product information questions. Call information is documented in a Microsoft Customer Relationship Management (CRM) system and followed up on to ensure all issues are resolved to the customer’s satisfaction. 

Essential Duties and Responsibilities

1. Receive, process, and submit customer and route sales representative orders for shipment, including ancillary product orders (supplies, utensils, BBDs, signage, etc.) as needed.
2. Manage customer accounts by updating contact details, address/name changes, change of ownership, seasonal schedules, and business closure status.
3. Respond to customer inquiries regarding products, shelf life, recipes, invoices/statements, W‑9s, account balances, and program details.
4. Assist customers with past due balances by reconciling accounts and accepting credit card or ACH payments.
5. Communicate with route sales representatives to address outstanding requests and ensure order fulfillment.
6. Call customers on open routes to confirm order needs and place orders as requested.
7. Suggest products and services to existing customers and new prospects via phone, explaining waffle programs and entering leads into the CRM.
8. Transfer qualified sales leads to the inside sales or business development team.
9. Support national accounts through data entry, account maintenance, and assisting National Sales in updating lead reports for account openings.
10. Manage shared customer service email accounts by responding to requests in a timely manner and escalating concerns to the customer service manager when appropriate.
11. Direct incoming company calls to the appropriate person or department.
12. Contact customers regarding returned mail to update address and business records.
13. Take purchase order numbers when required.
14. Escalate concerns to the customer service manager.
15. Assist the AR Dept with contacting customers for declined payments by Ach and Credit Cards.
16. Follow-up timely with Radius notes and disputes.
17. Manage the Account Notice email box and stay in constant/close contact with AR to confirm the customer’s needs/requests are being fulfilled in a timely manner.
18. Contacting customers regarding damaged, delayed, non-delivered, or shorted shipments.
19. Make New Account/Customer Experience calls.

Position Requirements

1. This position is 100% in-person (not hybrid or remote.)
2. Minimum of 1-3 years of customer service experience.
3. Excellent verbal and written communication skills.
4. Proficient in using customer service software and Microsoft Office Suite.
5. Ability to handle difficult situations with professionalism and tact.
6. Strong problem-solving skills and attention to detail.
7. Experience in the food and beverage industry preferred.
8. Knowledge of CRM systems and customer service metrics.