Customer Support Specialist

1 month ago

Minneapolis, Minnesota, United States General Mills, Inc Full time

OVERVIEW:

Customer Support Specialists primarily will support the North American Foodservice sales organization with customer requests submitted via CIRP (Customer Information Request Process) or CARE (Complaint Awareness, Resolution & Escalation); customer inquiries, requests related to technical, policy, product, and customer complaints. Utilizes internal resources, processes, and products to ensure CIRP and CARE responses adhere to General Mills policy.

KEY ACCOUNTABILITIES:

  • Facilitates investigation of Foodservice customers / Distributor complaints
  • Maintains complete documentation of the resolution process and provide response to GMI Sales team and/or Customers.
  • Provides clear, complete, and accurate data collection and input to our CRM tool for reporting.
  • Provide credit authorization documentations to ICS and sales team for processing and to issue credit to the customer.
  • Provide guidance/assistance to vendor agents that manage NAF related calls and store reports (complaints submitted by retail stores that involved consumers). This will ensure Foodservice related calls and store reports are managed accurately and timely.
  • Manage and answer questions from the field sales team related to product, policy, or our manufacturing plants.
  • Serves as the point of contact between sales and business partners.
  • Maintain statements and responses in CIRP.
  • Complete customer specific forms
  • Maintain customer product details in customer portals
  • Maintains a cloud-based supplier management site (Tracegains) to provide select customers with documentation on products, policies, and plant information.

MINIMUM QUALIFICATIONS:

  • High School Diploma/GED + 2 years of previous experience in Customer Service and/or experience working in the Consumer Packaged Goods industry
  • Strong written and verbal communication skills
  • Must have strong PC skills with working knowledge of Microsoft Word and Excel
  • Exhibits sound judgment in handling confidential matters and information and a demonstrated skill at responding to demanding, difficult or sensitive issues
  • Ability to learn and adapt to new internal tools and platforms as needed

PREFERRED QUALIFICATIONS:

  • Strong collaborator; able to quickly track down answers for community questions
  • Ability to be flexible and work with ambiguity; self-directed
  • Provide innovative thought leadership and advice to team and internal partners
  • Ability to recognize any problems, trends and serious or unusual matters of significance
  • Demonstrates strong people skills, bias for action, and attention to detail
  • Ability to prioritize a variety of demands and projects

ADDITIONAL CONSIDERATIONS:

  • International relocation or international remote working arrangements (outside of the US) will not be considered.
COMPANY OVERVIEW

We exist to make food the world loves. But we do more than that. Our company is a place that prioritizes being a force for good, a place to expand learning, explore new perspectives and reimagine new possibilities, every day. We look for people who want to bring their best - bold thinkers with big hearts who challenge one other and grow together. Because becoming the undisputed leader in food means surrounding ourselves with people who are hungry for what's next.

Salary Range



The salary range for this position is $ $ / Annually. At General Mills we strive for each employee's pay at any point in their career to reflect their experiences performance and skills for their current role. The salary range for this role represents the numerous factors considered in the hiring decisions including, but not limited to, educations, skills, work experience, certifications, etc. As such, pay for the successful candidate(s) could fall anywhere within the stated range. Beyond base salary, General Mills offers a competitive Total Rewards package focusing on your overall well-being. We are proud to offer a foundation of health benefits, retirement and financial wellbeing, time off programs, wellbeing support and perks. Benefits may vary by role, country, region, union status, and other employment status factors. You may also be eligible to participate in an annual incentive program. An incentive award, if any, depends on various factors, including, individual and organizational performance.

General Mills is an Equal Employment Opportunity Employer. Women, minorities, veterans and individuals with disabilities are encouraged to apply to any General Mills employment opportunities.

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