Customer Support Specialist

About Ingredion: 

Join Ingredion, where innovation impacts lives worldwide! Without even realizing it, you’ve experienced our work in your favorite chocolate, your pet’s food, the paper you write on, and your everyday snacks. As a global powerhouse across more than 60 industries, we harness the potential of natural ingredients to transform lives. Whether you’re just starting your career or bringing years of experience, there's a place for you here to make a real difference. Be part of our team that values a wide range of perspectives and is committed to shaping a better world with every product we create. 

Location: Westchester Ill.

Workplace type: Hybrid

As a Customer Support Specialist, you will be responsible for handling customer service inquiries and resolving issues via phone and/or email, while also identifying and documenting recurring problem areas. Although the primary focus is customer service, the role may occasionally involve light promotion or upselling of products or services by assessing customer needs and suggesting suitable alternatives.

You will manage situations that may require tailored responses or in-depth research, depending on the customer's feedback. This role may require a solid understanding of the company’s products, services, and internal processes, along with strong problem-solving skills.

The impact and complexity of the role will vary based on your level of experience and product knowledge (entry-level, experienced, or advanced), the types of inquiries handled, and the complexity of the issues resolved (routine, non-routine, or basic).

• Build strong relationships with key customers, understand their needs and challenges, and offer solutions or enhancements that drive customer satisfaction and loyalty

• Ensure the accuracy of order data and act as the expert for the order processing flow (system,  processes and customer requirements) in collaboration with shared service center.  Focus on data details, accuracy and automation to streamline process for accurate, efficient processing

• Serve as a liaison between external customers and internal functions to ensure customer satisfaction communicating status, issues and actions required to all parties involved

• Seek to proactively identify issues, consider alternative solutions, and take corrective action to resolve and prevent recurrence of problems

• Manage customer database and support cross training for account backup and/or transition

• Achieve the required KPI's that support Customer Experience and Commercial Excellence

• Participate in the 24/7 team rotational after-hours program for divisional customer and logistics support and account coverage flexibility from 7:00AM to 5:00PM CST

• Apply deep knowledge to complete department tasks

• Work national and complex accounts

• Demonstrate ability to lead projects, implement changes and communicate out process improvement initiatives

• Ability to operate in multiple business segments and customer categories for assistance in coverage during absences and vacations.

We are an equal opportunity employer and value diversity at our company. Ingredion seeks to provide a work environment that is free from harassment and discrimination. We will not tolerate any form of discrimination based on race, color, religion, age, gender, gender identity, gender expression, national origin, ancestry, handicap or disability—mental or physical—marital status, sexual orientation, veteran status, disabili