Customer Care Specialist

Summary

The Customer Care Specialist plays an important role in our Client's success by being a key contact point for our customers, advocating for their needs, and instigating various activities aimed at ensuring complete customer satisfaction. The customer collaboration team plays an important part in ensuring customers are properly set up within all Client's systems so the company may transact business with them and are the primary recipients of customer purchase orders. The team is responsible for addressing and resolving various customer inquiries and concerns, processing orders, preparing service requests, tracking bids, and resolving billing issues, in accordance with company policies and procedures. The Customer Care Specialist is expected to advocate for customers, identify opportunities to improve service, and contribute to the continuous improvement of our operations and overall business. The team is also expected to build relationships with the customers we serve, to be on the lookout for opportunities to serve with new products / services, and to relay those opportunities internally to assist with growing our business.

Essential Duties and Responsibilities

This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.

1. Answer inbound customer requests and inquiries (via email, phone calls, videocalls, etc) in a manner that establishes and maintains positive working relationships with all customers. Provide excellent customer experiences and ensure the best possible customer satisfaction. Be a trusted resource for customers.
2. Receive and process all customer purchase orders. Provide feedback and expertise on the ordering and fulfillment process and look for opportunities to improve cost, efficiency, and/or timeliness of deliveries through order optimization (and freight optimization). Collaborate closely with supply chain, operations, regulatory, R&D, and other departments, as needed, to improve the customer experience and optimize efficiencies for our client and the customer.
3. Provide accurate and timely information regarding the status of open orders to customers and technicians.
4. Prepare all assigned reports and correspondence accurately and on time, to include service log, open work orders, maintenance agreements, warranty work, billings, etc.
5. Address and resolve customer inquiries, problems and complaints regarding products, services, billing, applications, etc.
6. Advocate for the customer, ensure timely responses and resolutions to any expressed concerns or complaints. Collaborate effectively within the organization to build and maintain customer goodwill.
7. Create, organize, and maintain comprehensive customer files to ensure accurate and up-to-date records. This includes managing customer information, tracking interactions, and ensuring all relevant documentation is easily accessible for efficient service and support.
8. Enter all required information into the computerized systems to create and maintain the customer database / process orders, ensuring accuracy and timeliness. Prepare documents, letters, correspondence, etc. as needed.
9. Assist with collection of information related to customer demand. Assist with inputs to the forecasting and budgeting processes.
10. Provide inside support to the outside sales representatives as needed.
11. Take ownership of and successfully complete special projects as assigned, ensuring attention to detail, adherence to deadlines, and alignment with organizational goals. Collaborate with cross-functional teams as needed to deliver high-quality results.
12. Complete and maintain all required paperwork, records, documents, etc.
13. Follow and comply with all safety and work rules and regulations. Maintain departmental housekeeping standards.
14. Our Client considers Remote Work to be a viable, flexible work option when both the employee and the job are suited to such an arrangement and offers the opportunity as a privilege to partial remote work in this role.
15. Other duties as required.

Qualifications

To perform this job successfully, an individual must be able to perform the essential job function satisfactorily. Additionally, they must fulfill essential job function in a consistent state of alertness and safe manner. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

• Bachelor's degree and 1 - 2 years of experience preferred;
• Or 2 years of college and 3 - 5 years of progressively responsible related experience;
• Or 4-year high school diploma and 7-10 years of progressively responsible related experience.
• Experience with manufacturing and/or logistics, ideally in a B2B food/ingredient-related setting

Language Skills

• Ability to work with Manufacturing, customers, and food consumers,
• Ability to communicate effectively with customers, vendors and other employees of the organization without assistance.
• Organizational and Strong Communication skills and abilities.
• Ability to work in a fast-paced environment and with Teamwork.
• Ability to read and interpret documents such as safety rules, production schedules, purchase orders, and procedure manuals.
• Ability to write/query reports, procedure manuals, and correspondence.
• Abilities in Microsoft suite (Power Point, Excel, Word, Publisher, Access, Power BI) and Graphic Design.

Reasoning Ability

• Initiative and planning skills and abilities a must.
• Self-Motivated, Resourceful, Creative, Teachable.
• Ability to multi-task and management time.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of specifications and information furnished in written, oral, diagram, or schedule form.

Mathematical Skills

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to compute rate, ratio, and percent.