Customer Support Operations Specialist

Spokane Valley, WA

AFCO Distribution & Milling is a division of Skagit Farmers Supply, a diversified agricultural supply cooperative. Skagit Farmers Supply. Based in Burlington, WA since 1934, Skagit Farmers Supply continues to grow and adapt to meet the needs of the farmers, homeowners, businesses, families, and communities throughout the Pacific Northwest. The company operates Agronomy, Propane, Refined Fuels and Wholesale divisions as well as ten retail Country Store locations in Washington and Montana. Our commitment is to provide quality products and services to our customers and community partners.

AFCO serves over 800 retail customers by distributing animal feed, wildlife products, pet food and supplies, fencing and livestock equipment. Orders are fulfilled weekly and delivered using AFCO’s fleet of trucks.

We’re currently seeking a Customer Support Specialist – a highly organized, detail-oriented professional who thrives in a fast-paced environment. In this role, you’ll manage phone, email, and fax orders, enter them accurately into our POS system using ten-key skills, and communicate directly with customers to keep orders flowing smoothly and accurately. You’ll speak with many of the same customers week to week, building trust and rapport over time.

JOB DUTIES AND RESPONSIBILITIES

• Provide administrative support to warehouse staff.

• Prepare Bill of Lading (BOL) for Less than Truckload (LTL) shipments and verify freight documentation.

• Process credits relating to product, coupons and vendor billbacks.

• Manage a large volume of inbound and outbound calls and emails.

• Engage with customers in an inviting, friendly, and professional manner to deliver exceptional experiences and nurture lasting relationships.

• Correctly enter and document customer orders on POS system. Identify key facts in routine orders and evaluate any inconsistencies and verify order. Strive for 100% accuracy.

• Encourage additional sales to increase the value of each order placed.

• Build sustainable relationships and trust with customer accounts through open and interactive communication.

• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.

• Follow communication procedures, guidelines, and policies.

• Manage own time, priorities, and resources to achieve work goals.

• Exhibit an ability to get along with others.

• Practice punctual and reliable attendance.

• Perform other duties as assigned.

JOB REQUIREMENTS

• High school diploma or equivalent.

• Possess a valid driver license and safe driving record.

• Must pass pre-employment drug screen as a condition of employment.

• Able to type efficiently and operate a 10-key accurately.

• Strong organizational, multi-tasking, problem solving and analytical skills with an emphasis on calculating figures and amounts.

• Ability to effectively communicate both verbally and in writing with co-workers and customers.

• Commitment to excellence and high standards especially regarding customer service.

• Proven track record of being dependable and reliable.

• Display proficiency with Windows based computer software, including (but not limited to) Microsoft Excel, Word, PowerPoint and Outlook.

• Prolonged periods sitting at a desk and working on a computer.

• Lift, carry and load 30-pound weight requirements.

• Professional appearance and demeanor.

SCHEDULE

This is a full time, 40 hours per week position. Typically, Monday through Friday, 8:00 AM – 4:30 PM, but must be available evenings and/or weekends as needed.

COMPENSATION & BENEFITS

$20.00 – $24.00/hour. After meeting eligibility requirements, benefits include:

• Medical Insurance*

• Dental Insurance

• Life Insurance

• Long-Term Disability Insurance

• Paid Vacation**

• Employee Discounts

• Sick Pay

• Dependent Tuition Reimbursemen

• 9 Paid Holidays

• Employee Assistance Program

• 401(k) Retirement Match

• Employee Profit Sharing

*100% employer-paid for employee coverage. **Two to six weeks annually, depending on length of full-time service.