CUSTOMER SERVICE REPRESENTATIVE

McCormick & Company, Incorporated, a global leader in flavor, is seeking a Customer Service Representative reporting to a Customer Care Team Manager This individual will work at the FONA located in Geneva, IL.　

 

With more than $5 billion in annual sales, the Company manufactures markets and distributes spices, seasoning mixes, condiments and other flavorful products to the entire food industry – retail outlets, food manufacturers and foodservice businesses. We create differentiating flavors consumers prefer with unmatched quality, science, innovation and service. Every day, no matter where or what you eat, you can enjoy food flavored by McCormick.  McCormick makes every moment and meal better™

 

As a company recognized for exceptional commitment to employees, McCormick offers a wide variety of benefits, programs and services. Benefits include, but are not limited to, tuition assistance, medical, dental, vision, disability, group life insurance, 401(k), profit sharing, paid holidays and vacations.

 

 

General Summary 
The Customer Care Representative position provides essential facilitation and support to our customers through the order fulfillment 
process. Due to the high volume of requests and customers served, this position requires urgency, flexibility, and responsiveness. This 
position is primarily responsible for: Processin
Providing updates to the customer on a regular basis in regards to order status. Handling all customer inquiries in relation to 
past/present/future orders and or any req
champion those needs within McFONA.
Principal Duties and Responsibilities 
High interaction with customers via phone, e- representative
Updates the customer of their order(s) status on a regular basis, including confirming the order and expected ship date
High interaction with other departments (Material Control, Shipping, Production, Purchasing, Regulatory, Sales Service and
Account Executives)
Project professional, positive and can-do attitude when dealing with customers
Conflict resolution skills
Maintain/update customer profiles in Microsoft AX and Salesforce.com as needed
High levels of communication skills both oral and written
Professional presentation required when around and in front of customers
General knowledge of international shipping requirements
Basic document preparation for international shipments
General order handling duties (order entry, status updates, preparation of shipped orders and selecting orders for invoicing)
Expediting orders through the system when requested and when possible
Processing customer returns, complaints (cases), credits, and make & hold requests as needed
Education Requirements
Education: Associate's degree (A.A.) or equivalent from two-year College or technical school; or 2-3 years of related
experience as detailed below and/or training; or equivalent combination of education and experience
Work experience: 2-3 years of related experience and/or training in the customer service field
Work Experience Requirements
Must understand the appropriate level of urgency based on the needs of the customer; must demonstrate urgency and
responsiveness to address customer and business needs expeditiously and effectively
The ability to work on multiple projects simultaneously while maintaining the ability to redirect efforts based upon shifting
demands
Ability to collaborate and network with business colleagues to build constructive, proactive working relationships across the
organization
Possess analytical skills to discern/diagnose trends and issues and use past historical reference as a guide
Software proficiency in Microsoft Excel, Access, Word, PowerPoint, AX, Salesforce.com, and Crystal Reporting. Ability to work
with all tools above without direction
Ability to proficiently and accurately calculate figures, discounts, interest, commissions, proportions, percentages, frequency
distribution, analysis variance, correlation techniques, sampling theory, area, circumference and volume (including algebra and
geometry)
Ability to accurately perform routine data entry in a proficient manner, and data management auditing and review
Ability to work independently with minimal supervision
Ability to read and interpret documents in English such as safety rules, SOPs and standardized reports. The individual must
have the ability to write routine correspondence in English as well as have the ability t