Customer Service Representative II - Erlanger, KY

Job Description

Customer Service Representative II - Erlanger, KY

JOB SUMMARY:  
The Customer Service Representative II (CSR II) position is an intermediate level role in the ADM Nutrition Customer Service organization, which is responsible for managing the customer order fulfilment process from order entry to delivery.  This role reports to the [Insert Line Manager position] at the [Office/Plant Location] facility.

As one of the world’s largest nutrition companies, ADM unlocks the power of nature to provide ingredients and solutions for foods, beverages and supplements for people all around the world.  The CSR II position plays a critical part in this process by working closely with Sales, Supply Chain, Operations, and Shipping teams to provide an industry leading customer experience. 

PRIMARY RESPONSIBILITIES:
Customer Relationship Management:

• Serve as the main point of contact for assigned customers.
• Answer customer inquiries via email and phone.
• Prepare, submit, and monitor daily and ad hoc reports.
• Prepare and submit customized documentation.
• Resolve credit hold issues.

Order Management:

• Process new and revised purchase orders in a timely manner.
• Provide timely order acknowledgements and shipment status updates to customers.
• Proactively identify and resolve order issues, track shipments, and expedite orders as needed.
• Issue proper documentation for all shipments.
• Maintain accurate data for customers in all required systems.

Cross-Functional Collaboration and Business Support:

• Collaborate with cross functional support teams to resolve product issues and customer complaints.

Team Leadership:

• Serve as backup to other CSRs in their absence.
• Provide new CSR training support.

CRITICAL SKILLS AND COMPETENCIES:

• Positive attitude with a strong customer service orientation.
• Establish and maintain positive relationships with customers.
• Team-oriented with a willingness to collaborate in a fast-paced environment.
• Ability to hear and speak clearly; read, comprehend, and communicate, orally and in writing, in order to effectively communicate in person, by telephone and in written form.
• Excellent problem-solving and critical thinking abilities.
• Excellent verbal and written communication skills.
• Time management skills and the ability to multi-task.
• Moderate computer skills, including information processing, communicating internally and externally via email, and using business systems such as Microsoft Office, Salesforce, and ERPs.
• Willingness to learn, help others, and flexibility to adapt to change.

EDUCATION AND EXPERIENCE REQUIREMENTS:

• Minimum of a 2 year college degree (Associates Degree) supplemented with at least three (2) years of relevant work experience.  Equivalent combinations of education and experience will be considered.
• Position requires sitting for prolonged periods of time and operating a keyboard.

Before applying for an exempt, non-exempt or hourly job opportunity, you are expected to initiate a discussion and share your intentions with your supervisor.  * If you’ve been in your current position for more than 18 months, supervisor approval is not required.  * If you’ve been in your current position for less than 18 months, verbal supervisor approval is required.  
​Hiring Manager- Amy Timon   ​
Recruiter-Dolly Lamba  

 

City

Erlanger

State

KY - Kentucky

Location Country

United States

About ADM

At ADM, we unlock the power of nature to provide access to nutrition worldwide. With industry-advancing innovations, a complete portfolio of ingredients and solutions to meet any taste, and a commitment to sustainability, we give customers an edge in solving the nutritional challenges of today and tomorrow. We’re a global leader in human and animal nutrition and the world’s premier agricultural origination and processing company. Our breadth, depth, insights, facilities and logistical expertise give us unparalleled capabilities to meet needs for food, beverages, health and wellness, and more. From the seed of the idea to the outcome of the solution, we enrich the quality of life the world over. Learn more at www.adm.com.

Base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. Hourly and salaried non-exempt employees will also be paid overtime pay when working qualifying overtime hours.

If hired, employees will be in an “at-will position” and the Company reserves the right to modify