YOUR ROLE AND RESPONSIBILITIES

• Customer Interaction- Fields internal and external customer phone calls and manages the phone rollover system. Provides oversight of the number and quality of orders entered by team members and enters orders, as needed. Helps team members maintain tactical customer relationships and service expectations by providing coaching and oversight of assigned accounts Ensures team members maintain customer contact information in appropriate systems.
• Customer Knowledge and Awareness- Reads and understands customer service agreements and makes sure the Customer Service organization is following the agreement. Knows and understands each assigned customer's product line, business, service expectations, order requirements, and potential ingredient list. Collaborates with the sales account owner and customer service team on issues, forecasts, and opportunities.
• Customer Information- Helps ensure COA contact information and service requirement notes in ERP and CRM systems are maintained. Provides guidance to customer service team members in completing non-standard, non-automated customer COA requests. Helps team members handle correspondence with customers, as needed, and communicates with the customer to keep them fully informed about service-related issues.
• Customer Service- Helps guide team members in a positive manner and promotes positive team interactions. Provides input on team dashboards. Makes sure customer service team members perform basic functions associated with order fulfillment. Logs service issues through CRM case management and processes appropriate credit, debit, or RMA. May approve and process cases and AX transactions. Sets up UPS and FEDEX shipments as well as freight manifests.
• Inventory Requirements- Works with the customer service team and customers for the purpose of obtaining forecasts, communicating lead-times. Collaborates with demand planning and sales account owner to set appropriate inventory levels. Processes ingredient requisitions as needed.
• Documentation- Supplements QA team efforts in providing standard product and vendor documentation to customer base.
• Customer Service Troubleshooting- Serves as player/coach for customer service work and works cross functionally to handle customer requests and service issues in a timely manner to ensure optimum customer service levels.
• Player/Coach- Provides training, coaching, and help to balance workload for assigned team members. Provides input on team members’ performance. Oversees coverage schedule for assigned team members to ensure proper coverage throughout each workday. Conducts regular (or as needed) team meetings to keep abreast of issues and update team members with necessary information.
• On-Call Schedule- Helps maintain and communicate rotation schedule.
• Supporting other activities and projects as assigned or dictated by business priorities.

YOUR PROFILE

Education and Experience:  

• An Associate’s degree or an equivalent combination of related education and/or experience.
• Bachelor’s degree preferred.
• At least four (4) years of experience in customer service and/or sales, preferably within the food processing or consumer-oriented industries.
• Excellent written/oral communication and interpersonal skills.
• Demonstrated ability to work in a team or cross-functional environment.
• Strong proficiency with MS Office (Outlook, Word, Excel, PowerPoint).
• Ability to effectively resolve issues in a timely manner using sound judgment, critical thinking, decision-making, and influencing skills.
• Ability to develop and maintain positive working relationships with customers and team members, and to proactively manage customer relationships.
• Extreme attention to detail and accuracy of work.
• Strong organizational skills with the ability to effectively prioritize and multi-task.
• Initiative, flexibility, and adaptability.

OUR OFFER

We aim to create an environment where the best people want to work, where they can turn their passion into their job and realize their full potential.

• Individual development, on-the-job training, and development programs designed to help our employees grow in their careers.
• Paid parental leave
• Education assistance program
• Employee assistance program
• Various healthcare plan options as well as 401(k)

INTERESTED?

We look forward receiving your applica