Customer Activation Representative

Utz Quality Foods is seeking a Customer Activation Representative to join our team in Hanover, PA. The Customer Care Representative, Internal role will play a critical role in providing exceptional support to external customers (e.g., retailers, online purchasers, and more), internal stakeholders, and some consumers (e.g., social media direct messages). This dynamic position requires strong communication skills, problem-solving abilities, and a customer-centric approach. The Customer Care Representative role is vital for maintaining positive relationships and ensuring satisfaction with the company's products and services. By providing outstanding support and assistance, this position contributes to the overall success and growth of the organization.

Responsibilities

• Respond to new service requests, inquiries, including charitable contribution, e-commerce, social media, corporate gifts requests among others.
• Resolve customer complaints or issues by actively listening, understanding the problem, and providing effective solutions.
• Document and maintain accurate records of customer interactions, inquiries, and resolutions using our customer relationship management (CRM) system.
• Collaborate with cross-functional teams, such as Sales, Logistics, and Quality Assurance, to ensure prompt and accurate resolution of customer concerns and requests.
• Identify and escalate complex or unresolved issues to Customer Care leadership and support teams, providing comprehensive information and necessary documentation.
• Stay updated on product knowledge and company policies to effectively address inquiries and provide accurate information.
• Adhere to customer care guidelines, service level agreements (SLAs), and key performance indicators (KPIs) to maintain high-quality customer service.
• Contribute to process improvement initiatives by identifying areas for enhancement in customer care procedures and sharing customer feedback with the team.

Requirements:

• Excellent verbal and written communication skills, with the ability to articulate information clearly and
• Effective problem-solving and critical-thinking abilities to resolve customer inquiries and provide appropriate solutions.
• Empathy and patience when dealing with customer complaints or
• Ability to multitask and manage time effectively in a fast-paced
• Effective attention to detail and accuracy in
• Ability to work collaboratively in a team-oriented
• Ability to adapt quickly to changing priorities and work well in a fast-paced
• Flexibility to work rotating shifts, weekends, and holidays as

Continuously Pursuing Excellence!

Here at Utz, we have a passion for exciting and delighting consumers with delicious snack foods made from high quality ingredients. After over a century with a strong family heritage, our diverse portfolio of brands includes Utz, Zapp's, Boulder Canyon, and On the Border. Our associates are the reason for the success of this company, so it is important we provide a supportive, caring, and inclusive environment that offers opportunities for career growth and advancement. We also help take care of our associates by providing benefits, resources, and programs that ensure they live their healthiest lives. Our benefit package includes medical, dental, and vision plans, an employer match 401k, profit sharing plan, employee stock purchase plan and much more. Join our world class team and help us become the fastest growing pure-play U.S. snacking company of scale!

Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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