Customer Service Specialist

We are seeking a detail-oriented and proactive Customer Support Specialist to join our Quality Assurance team on-site at PNW Veg Co dba NORPAC in Brooks, Oregon. This role is critical in supporting buyer operations, maintaining communication platforms, and ensuring exceptional customer service.

RESPONSIBILITIES

Prepare Buyer Data Packages:

• Collect and organize data and specifications.
• Prepare documents, complete forms, and questionnaires.
• Receive and manage internal sales inquiries.

Maintain Buyer Resource & Communication Websites:

• Post and update documents as requested.
• Complete initial and upgrade training to maintain buyer websites.
• Prepare and distribute product specifications, converting to new formats as needed.

Manage Customer Complaints:

• Serve as the first point of contact for inquiries via the NORPAC Customer Service website.
• Receive and respond to complaints or forward for investigation.
• Send collection packages for foreign material complaints.
• Track complaints through resolution, collect documentation, and prepare monthly summary reports.
• Distribute trend analysis, highlights memos, and data visualizations to facility supervisors.
• Issue free product coupons when appropriate.

Other Duties:

• Complete additional tasks as assigned to support team objectives.

REQUIRED QUALIFICATIONS

• Excellent customer service skills, including ability to effectively deescalate tense situations and manage upset customers.
• Excellent verbal and written English communication skills.
• Excellent interpersonal skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills.
• Proficient in Microsoft Office Suite or related software.
• Experience managing websites, or ability to learn to do so.
• Ability to work independently and as part of a team.
• Ability to troubleshoot and think outside-the-box to resolve situations.
• Satisfactory results from a pre-employment background check and drug screen.

PREFERRED QUALIFICATIONS

• One (1) year of experience in an administrative role.
• Experience grading product.
• Experience working in a food processing facility.

PHYSICAL REQUIREMENTS AND WORKING ENVIRONMENT

• Work Environment: This position is based in a professional office setting with frequent use of computers, office equipment, telephones, and web-based systems. The role involves extended periods of sitting and working at a desk.
• Physical Demands: Requires ability to operate standard office equipment, including computers, printers, and telephones. Regularly requires lifting/moving up to 20 pounds and occasionally requires lifting/moving up to 30 pounds. Requires the ability to effectively move about the office and plant.
• Mental Demands: Work requires strong attention to detail, accuracy, and organizational skills. Work involves frequent interruptions, and interaction with internal teams and external customers. Must manage multiple priorities in a fast-paced environment and maintain composure when handling customer complaints or urgent requests. Occasional stress may occur when managing urgent requests or deescalating customer concerns.
• Communication Requirements: Frequent interaction with internal teams and external customers via email, phone, and web platforms. Must demonstrate excellent verbal and written communication skills.
• Work Schedule: Standard business hours with occasional flexibility to meet deadlines or respond to urgent issues. Overtime may be required during peak periods. Requires working on-site in facility in Brooks, Oregon.

The Customer Support Specialist role is perfect for individuals eager to make a meaningful impact through excellent client service. We value team players who are committed to delivering memorable customer experiences.

If you thrive in a fast-paced environment and enjoy managing data and processes, we’d love to see your application for our Customer Support Specialist!

Job Type: Full-time

Pay: $20.00 - $25.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Paid time off
• Parental leave
• Vision insurance

Work Location: In person