Customer Service Specialist

Job Description

This position reports to the Customer Service Supervisor and is Alpha Baking’s front line representative to our customers. This position is responsible for processing orders received via telephone, email, fax and EDI, as well as providing a variety of other information depending on a particular customer’s needs. These individuals are responsible for handling a customer’s issue from inception through to completion or escalation to a supervisor or manager, acting as the conduit for communications between customers and internal Alpha Baking staff. Customer Service Specialist are responsible for seeing an order through from order placement, shipment and invoicing, communicating with the customer and Alpha Baking staff along the way to ensure complete and timely fulfillment.


  • High School Diploma or GED equivalent
  • Previous experience in customer support, client services, sales, or a related field required.
  • Excellent customer care and focus; ability to assess customers’ needs and provide correct answer, path, troubleshooting, or method for a positive customer experience
  • Ability to think fast, find answers, and respond quickly to customer issues, all with a polite, empathic, and professional voice and manner Ability to multitask, prioritize, and manage time efficiently
  • Excellent attention to detail
  • Professional verbal, telephone and written communication skills
  • Comfortable in a team-player role
  • Creative problem solver who thrives when presented with a challenge
  • Intermediate computer skills with the ability to navigate through multiple computer applications and experience specifically with Microsoft Office Suite
  • Excellent time management and prioritization skills
  • Ability to answer phone, listen actively, relay information, and type basic information simultaneously
  • Ability to accept and implement coaching and feedback in order to achieve individual and team performance goals
  • Customer Focused for a positive customer experience and resolution
  • Experience managing multiple demanding client relationships
  • Continuous problem solving and process improvement
  • Maintain accurate records and files Weekend and overtime work as required