Senior Customer Support Specialist

Description

Lyons Magnus leads the food industry with creativity and innovation, crafting top-quality products across all manufacturing phases, from raw materials to marketing. With over 2000 diverse items for industrial ingredient and food service sectors, Lyons caters to leading restaurant chains nationally and internationally.

At Lyons, our diverse and talented staff is the heart of our organization. We foster a thriving work environment where employees are engaged in shaping both the company's and their own future.

This is a senior-level role in the Customer Support department. Individuals are experienced Senior Customer Service/Sales Support professionals with a service mindset who excel in a fast-paced, collaborative environment and are comfortable co-leading account management in a manufacturing line of business with broadline distribution experience. It entails direct communication and interactions with customer leadership teams. Individuals partner with Sales Account Executives and interdepartmental teams to support sales objectives and provide world-class service to existing and prospective customers as an active contributor to the company’s long-term vision for success.

Hours: 8:00 am - 5:00 pm

Schedule: Monday - Friday

Location: Walton, KY

Travel Requirements: Possible

Work Environment: In Office

Core Responsibilities:

• Create superior customer service experiences at all points of the business cycle: product inquiry, pricing requests, order entry, order fulfillment, problem resolution.
• Understand the customers’ needs and communicate those needs effectively across multiple levels of the organization.
• Interact with sales team, providing support to company sales personnel, distributors, and manufacturing representatives.
• Oversee and provide personal attention to high-value accounts.
• Prioritize work independently and complete tasks with minimal supervision while also able to collaborate with other team members.
• Process orders accurately in a fast-paced environment.
• Understands freight methods.
• Interact daily with customers and colleagues via phone, email and in person.
• Ability to navigate ERP and CRM systems.
• Primary point of contact to provide first class customer service to our customers.
• Enter orders, manage, or escalate any concerns, and ensure that appropriate changes were made to resolve issues.
• Problem Solver - Use creativity to design or explore options to deliver excellent customer support in an orderly, efficient, and timely manner.
• Collect prompt and accurate customer feedback to resolve issues in a timely, professional manner.
• Work with price lists and/or other department heads to determine charges for products requested.
• Resolve any billing issues by processing product returns and credits and working with Finance department where necessary.
• Partner with sales, marketing, commercialization, regulatory, supply chain, quality, business analytics and operations teams to ensure meeting and exceeding customers’ service expectations.
• Daily/weekly evaluations of production at multiple manufacturing facilities to support high levels of communication to customers, sales leads and multiple divisions within Lyons.
• Inventory/Production reporting to customers and sales leads.
• Support sales and business development initiatives to support the customer’s needs.
• Issues credits, sends order acknowledgements, and composes emails to customers and potential customers.
• Communicates with all individuals whose involvement impacts customer communications.
• Track shipment status of customer orders.
• Provide feedback and suggestions to improve customer support processes and policies.
• Generate and maintain reports related to customer inquiries, order status, and customer feedback.
• Ensure compliance with company policies, quality standards, and regulatory requirements.

Requirements

Knowledge, Skills and Abilities:

• Customer focus mentality to deliver excellent and consistent service.
• Independent decision-maker but successfully works as part of a team.
• Use data-driven insights to identify trends and areas for improvement.
• Ability to work successfully with cross-functional team members to build trust and respect amongst peer group and recognizes the importance of solid relationships to influence others to get things done in a timely fashion and with accuracy.
• Professional written and verbal communication with ability to communicate clearly and concisely, both orally, in writing, via virtual platforms (i.e., Zoom an