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POSITION SUMMARY:

The **Customer Relationship Rep II** is responsible for managing the full lifecycle of existing customer accounts, including onboarding, day-to-day maintenance, and offboarding. This role focuses solely on account management—without responsibilities for new product penetration or sales. Key duties include setting up new accounts, verifying and processing orders, monitoring account activity, maintaining accurate CRM records, and supporting customer needs to ensure satisfaction and retention. The position also oversees equipment returns and account closures, ensuring a seamless customer experience from start to finish.

RESPONSIBILITIES:

Onboarding

+ Manage incoming leads and facilitate account onboarding in alignment with any mandated account protocols and standards

Maintaining

+ Achieve the assigned revenue plan for the assigned route, through calling customers to ensure orders are being placed correctly and received in accordance to set time schedule

+ Communicate and execution of all company pricing actions

+ Monitor and manage current assigned customer for order frequency, account balance and general maintenance.

+ Enter and verify orders for accuracy that are received via phone, email, and EDI from assigned customer base

+ Ensures customer receives delivery via UPS and services as required

+ Manage account to ensure accounts receivable requirements are being met

+ Utilize CRM for account maintenance, emails, notes and reporting

+ Participate and assist with various department projects (i.e. surveys, sales blitz, lead generation, etc.)

+ Maintain Customer satisfaction through timely follow-up using clear and professional verbal and written communication

+ Maintain a professional demeanor and treat both internal and external customers with courtesy and respect at all times.

+ Other duties as assigned by management.

Offboarding:

+ Oversee the offboarding process for exiting accounts, including equipment retrieval, accounts receivable reconciliation, and system deactivation

Qualifications

EDUCATION & EXPERIENCE:

+ **High School or GED required.**

+ **3 or more years of account management including account maintenance experience required**

+ **3 or more years of successful phone-based Customer Service experience required**

+ **Extensive computer and order entry experience**

+ **Experience in coffee industry or another specialty food product (preferred)**

+ **Experience with MS Office Suite required**

PERSONAL / PROFESSIONAL SKILL SETS

+ **Accuracy and attention to detail**

+ **High energy self-starter that is resourceful and can work autonomously**

+ **Meets deadlines, follow through on commitments**

+ **Ability to build effective relationships**

+ **Able to manage time effectively**

+ **Consistently demonstrate interpersonal skills and positive attitude**

+ **Accurate keyboarding and math skills**

+ **Proactive team-oriented problem solver who takes ownership of their work**

+ **Excellent communication skills, verbal and written and strong customer** **service skills.**

Farmer Brothers is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind. Farmer Brothers is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Farmer Brothers are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Farmer Brothers will not tolerate discrimination or harassment based on any of these characteristics. We encourage applicants of all ages.