Global Customer Service Representative

Work Shift:

Day

Pay Type:

Salary

Hourly Rate (if applicable):

N/A

Targeted Base Salary Range (if applicable):

$67,800.00 - $88,200.00

JOB OVERVIEW:

Provides exceptional customer service by building relationships with customers, both internal and external, while managing order execution for domestic and export accounts for BDG. Strives to ensure on-time and in-full shipments, timely contract completion, regulation compliance, and superior customer satisfaction.

RESPONSIBILITIES:

ESSENTIAL JOB FUNCTIONS                                                                           

• Serves as the primary contact with customers and brokers, in relation to contract and order execution in domestic and international markets.
• Maintains and builds positive partnerships between BDG and customers/brokers.
• Manages order execution against forecasted volume and/or customer contracts, in accordance with Blue Diamond Growers (BDG) policies.
• Participates as a key team member on projects to achieve department objectives.
• Enters and executes orders, returns, debits, and credits into an SAP processing system.
• Facilitates accurate and timely shipments in accordance with customer schedules, contract and shipping terms. 
• Schedules export and domestic transportation service with customers, freight forwarders and outside carriers, where applicable.
• Ensures accurate invoicing of product shipped, including correct payment of broker commissions.
• Oversees compliance with documentation and customs requirements for domestic and international shipments to ensure smooth delivery of goods to customer. 
• Provides reporting and analytics based on customer data, identifies trends and draws insights to improve customer support and operational efficiencies.
• Troubleshoots and resolves customer problems and suggests solutions for common issues.
• Ensures compliance with customer, governmental and food safety regulations.
• Partners with Quality Assurance department to support complaint investigation. Arranges returns and replacement product as appropriate.
• Maintains accurate customer records and ensures documentation of essential information.
• Addresses and resolves customer concerns using problem solving and critical thinking skills to find the best solution, engaging cross-functional team members, as needed.
• Provides ongoing support to sales, operations, logistics, and planning to enable future volume and margin growth.
• This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.

MINIMUM JOB REQUIREMENTS                                                                                  

• Bachelor's Degree in business administration or agribusiness.
• 3 years of account management, B2C customer service, sales/marketing support, order processing, export shipping, billing/invoicing management, or contract/account administration experience.
• Exemplary communication skills – able to quickly build rapport with different personalities in person, via writing, and/or telephone.
• Strong organizational, time management, critical thinking, and problem-solving skills.
• Works well under pressure and with minimal supervision.
• Expert ability to anticipate and respond in challenging situations.
• Well organized, detail oriented, ability to prioritize workload.
• Customer-centric mindset, with a deep understanding of customer needs.
• Strong written and verbal communication skills.

Total minimum number of years of experience required in lieu of degree

• 6 years of account management, B2C customer service, sales/marketing support, order processing, export shipping, billing/invoicing management, or contract/account administration experience.

PREFERRED SKILLS AND EXPERIENCES

• Bachelor's Degree in business administration or agribusiness. 
• Contract order management experience
• Export knowledge and experience
• Experience working in an ERP system, preferably SAP
• Experience working with agricultural products and food safety regulations
• Knowledge of transportation/logistics procedures, including air, ground and ocean shipments.
• Experience in cloud operations.  

SUPERVISORY RESPONSIBILITIES

• N/A

PHYSICAL DEMANDS

Office environment demands including frequent speaking both in person and over the phone; writing, reading files, reports and PC screen.  Prolonged sitting at computer terminal.  Regular vision co