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Rich Products Corporation Technical Support I 26525 in Lees Summit, Missouri

DescriptionRich's, also known as Rich Products Corporation, is a family-owned food company dedicated to inspiring possibilities. From cakes and icings to pizza, appetizers and specialty toppings, our products are used in homes, restaurants and bakeries around the world. Beyond great food, our customers also gain insights to help them stay competitive, no matter their size. Our portfolio includes creative solutions geared at helping food industry professionals compete in foodservice, retail, in-store bakery, deli, and prepared foods, among others. Working in 100 locations globally, with annual sales exceeding $4 billion, Rich's is a global leader with a focus on everything that family makes possible. Rich's-Infinite Possibilities. One Family.PURPOSE STATEMENTMeet f'realf'real, a wholly-owned subsidiary of Rich Products Corporation, designs, sells and markets authentic milkshakes, smoothies and other frozen beverage all made from real ingredients. f'real f'natics freshly blend our delicious products in our patented blender in almost 20,000 locations across the globe. f'realies (aka employees) have one purpose to create happiness in a cup for people everywhere by blending delicious flavors with magical moments!KEY ACCOUNTABILITIES/OUTCOMESMeet Your JobThe key role of Technical Support 1 is to provide f'real's customers with exceptional customer service. This position directly supports both field technicians and retail customers (B2B) with technical support on f'real equipment and other program challenges. Customer service is the number one priority for this department and therefore doing whatever it takes to serve the customer is the top priority. This position reports into a Technical Support Lead and is located in our Lee's Summit, MO office.Primary ResponsibilitiesCustomer Service:Provide technical support via the phone, chat and email to f'real customers and service providers. Technical support ranges from basic troubleshooting steps to more complex problem solving that involves component level testing and part replacement for our proprietary electromechanical blending equipment.Coordinate field repairs with third party service technicians.Receive and enter part orders from our customers.Voice of Customer:Capture and share customer feedback. This position is on the front lines with our customers and therefore it is critical to capture and seek customer feedback in all situations to ensure superior support.Cross-Functional Partnership:Work directly with f'real's sales team, customer experience team members and other departments to ensure customer needs are met.Quality:Enter detailed notes during every customer interaction. Accurate data is critical for customer service and continuous improvement of f'real's equipment.Performs other related duties as assigned.Accountabilities and Performance MeasuresMaintains high customer satisfaction ratings that meet company standardsMeets or exceeds annual performance objectivesCompletes required training and development objectives within the assigned time frameEnvironmental Job Requirements and Working ConditionsA current, valid driver's license requiredAbility to lift and move equipment up to 50 pounds occasionallyKNOWLEDGE/SKILLS/EXPERIENCEHelp Us Meet YouQualificationsFour-year college degree preferred1+ years of customer service experiencePC and Microsoft Office proficiencySalesforce experience, or equivalent preferredPosition Core CompetenciesMotivation:Maintains a high level of productivity and self-direction. Commits to putting in additional effort.Responsibility:Completes work in a timely and consistent manner.Teamwork:Interacts with people effectively. Able and willing to share and receive information. Co-operates within the group and across groups.Initiative:Generates ideas for improvement, takes advantage of opportunities, suggests innovation.Planning and Organizing:Plans and organizes tasks and work responsibilities to achieve objectives.Communication:Excellent written and or