Customer Service Support Specialist

ASR Group is the world’s largest refiner and marketer of cane sugar, with an annual production capacity of more than 6 million tons of sugar. The company produces a full line of grocery, industrial, food service and specialty sweetener products. Across North America, ASR Group owns and operates six sugar refineries, located in Louisiana, New York, California, Maryland, Canada and Mexico. In the European Union, the company owns and operates sugar refineries in England, Portugal.  ASR Group also owns and operates mills in Mexico and Belize.  The company’s brand portfolio includes the leading brands Domino®, C&H®, Redpath®, Tate & Lyle®, Lyle’s® and Sidul®.

 

 

OVERVIEW

The Customer Service Support Specialist supports team initiatives through upholding the organization Vision & Strategy while exemplifying professionalism in all aspects of their role.  The CSSS ensures all Master Data around Contracts, New Customer Forms, Sample Orders and Customer Complaints are acted on with a sense or urgency in support of the Order to Cash process that keeps our business running smoothly.  The CSSS ensures accurate contract administration and entry into SAP for all US and Global businesses, enters in all Customer Complaints, New Customer Request Forms and Sample Requests to enable a smooth order to cash process with all customers. Additionally, this associate may assist in Projects related to the improvement, digitization, and implementation of artificial intelligence in the Order to Cash processes at ASR.    

This associate is required to work with a high degree of accuracy and within established timelines and service level commitments.

 

DETAILED ROLES & RESPONSIBILITIES

• Efficient and effective contract administration and maintenance to enable order capture and accurate invoicing to customers.
• Provides information to Sales and Finance on volumes left on contracts, forward forecast, rebates and changes required.
• Educates colleagues on the process, importance of getting right data inputs and impact on invoice accuracy/OTIF deliveries.
• Builds rapport and cooperative relationships with internal sales teams, customer service and wider supply chain team.
• Takes action to ensure accurate contracts, Samples, KYC Forms, Samples and Complaints.
• May participate in strategic projects around digitization, automation, and artificial intelligence opportunities within Customer Service.
• Supports Master Data requirements in Esker related to contracts/ spot/ templates.

 

WORK EXPERIENCES

• Entry Level to 5 years’ experience
• Experience working in SAP/CRM, ESKER preferred.
• Experience with Excel, PowerBI, Outlook and Teams
• Experience in an environment that requires high levels of accuracy and flexibility.

 

EDUCATION REQUIREMENTS

• BA/BS preferred
• Equivalent combination of education and experience will be considered.

 

SUPERVISORY RESPONSIBILITY

• None

 

ESSENTIAL CAPABILITIES (KNOWLEDGE, SKILLS, ABILITIES AND PERSONAL ATTRIBUTES)

• Demonstrates a commitment to controlling this process and experience of overcoming obstacles to provide accurate data in SAP
• Understands problems and logical actions, sequence and timings to resolve the problem and has good completion skills
• Detailed SAP knowledge
• Excellent computer literacy (ideally good Excel skills)
• Knowledge about company products and internal processes (preferred)
• Effective time management and strong team player
• An ability to learn quickly with a solutions-minded focus and work effectively with people at all levels of the organisation.

 

 

LOCATION OF ROLE

• Baltimore

 

 

We are an equal opportunity employer. We do not discriminate on the basis of race, color, creed, religion, gender, sexual orientation, gender identity, age, national origin, disability, veteran status or any other category protected under federal, state, or local law.  All employment is decided on the basis of qualifications, merit, and business need.