RESPONSIBILITIES
- Ensure our mission of providing world-class customer service to assigned customers is met based on our Customer Centric Strategy.
- Passionately build and maintain strong, long-lasting customer relationships.
- Review and approve customer escalations and ensure identification of most cost effective resolution, while addressing underlying cause.
- Develop trusted advisor relationships with key customer contacts, sales management and internal team members.
- Ensure timely and successful delivery of solutions according to customer needs and objectives.
- Identify and grow opportunities with portfolio of assigned customers to facilitate sales growth.
- Follow best practices related to customer service skills, order management and software.
- Communicate clearly the progress of initiatives on an ongoing basis with management.
- Manage the order process for assigned customers (order process entails receipt, entry, order confirmation and shipment verification of orders, including troubleshooting order/delivery issues).
- Work closely with transportation and warehousing to proactively address customer shortage, delivery issues and OS&D resolution (assist in obtaining customer appointments as needed).
- Work with planning and distribution regarding inventory and transportation issues for a suitable resolution and communicate to customer.
- Interact with warehouse customer service contacts to facilitate order fulfillment.
- Work closely with accounts receivable to manage customer deductions in a timely manner resulting in resolution and permanent solutions to avoid additional deductions where applicable. Invoice corrections on pricing and pick-up allowance.
- Work with Channel Directors, Regional Sales Managers and field sales to collaboratively address customer needs.
- Filing and maintaining customer files.
- Research and coordinate product returns and quality issues.
- Review and address daily KPI Reports.
- Answer and respond to incoming calls and emails in a timely manner.
- Effectively handle customer escalations and identify root cause and section items to reduce and/or eliminate customer issues.
- Meet established KPI’s
- Ad hoc projects as requested.
Qualifications
- Minimum 5 years successful Customer Service Account Management.
- Highly analytical with an ability to interpret data and translate into meaningful summaries and action plans.
- Ability to successfully attend to a broad scope of projects while remaining detail oriented as needed.
- Experience in delivering client-focused solutions based on customer needs and requirements
- Possess exceptional written and oral communication skills
- Knowledge of manufacturing supply chain and inventory management principles.
- Proficient in Word, Excel, PowerPoint & SAP.
- Experience in the food and/or manufacturing environment preferred.
- College degree preferred, or equivalent coursework and combined work experience