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Customer Care Coordinator

2 months ago

Madison, United States Foremost Farms Full time


About Us

Foremost Farms USA, headquartered in Madison, Wisconsin, is a world-class supplier of cheese, dairy products, and ingredients to national and international markets. As a dairy cooperative, we are owned by the 1,100 dairy farmers who supply our high-quality milk. Our flexible, diverse plant network allows us to manufacture products and ingredients that are most in-demand - and provide a strong, secure market for our member-owners' milk.

We're looking for employees who challenge the status quo, innovate and aim for excellence. Because we're working to be the world's best - to Be Foremost - we'll bring out the best in you.

About This Opportunity

JOB TITLE: Customer Care Coordinator

POSITION TYPE: Full time

CLASSIFICATION: Non-Exempt

Position Overview

This position manages the daily operations with the customers of Foremost Farms on the cheese, butter, and ingredients product lines. This role is responsible for ensuring customer needs are addressed cross-functionally within the organization including various teams such as Commercial, Planning, Supply Chain, R&D. The role is the daily contact and interaction point for our customers and champion of the Foremost Farms mission to be a market-led and customer-centric organization.

Key Accountabilities

Ensure information flows in timely and accurate manner between internal and external customers: Receive, enter, and confirm orders back to customers accurately and timely:

  • Ensuring accurate pricing on customer orders, and working with Pricing Analyst and Finance to ensure all deductions and credits are processed quickly to maintain cash flow targets
  • Ensuring all quality complaints are entered when received and quick, clear, and accurate resolution is communicated to the customer

Building relationships at all levels of the organization, internally and externally, to ensure collaboration, trust, and transparency especially in difficult situations:

  • Following up internally and communicating to customers on production and inventory status
  • Resolving issues that may arise with delayed shipments, order fill rate, etc.
  • Partner with key cross-functional partners to help them understand our customers' needs and provided information, documentation, etc. in a timely manner
  • Working actively with customers on new products, process, and other areas to help ensure volume growth:
  • Understanding inventory levels and current customers' demands to provide accurate forecasts back to the organization for our Sales, Inventory and Operational Planning analytics
  • Regular proactive conversations with customers to understand their business model to help us serve them better

Maintain data integrity and accurate master data:

  • Shared responsibility to ensure data accuracy within our CRM Platform (Salesforce), in partnership with Sales Account Managers.
  • Maintaining customer documentation and SOPs in accordance with record retention policies
  • Confirmation of accurate pricing and review of invoices before going to customers
  • Maintain visibility for customers and ensure coverage as urgent issues arise
  • Potential travel up to 25% of the time for customer visits, trade shows, conferences, and plant visits
  • Weekend rotation required every 3-4 weeks, on-call basis, to ensure customer needs are met for any emergency situations
  • Strong attention to detail, ability to work on multiple tasks simultaneously, critical thinking and problem-solving skills, team collaboration and service mindset

Minimum Qualifications

  1. Associate Degree or some college coursework required
  2. 3-5 years of customer service experience

Preferred Qualifications

  1. Bachelor's degree and customer service experience in a manufacturing environment
  2. Physical Setting Job Setting: Hybrid, Minimum of two days/week in the corporate office

Benefits:

Because you and your family matter, Foremost Farms offers some of the best benefits in the area Our comprehensive medical plan includes health, vision, dental, and prescription insurance. You can choose to enroll in a single or family plan with low monthly premiums and low annual deductibles ($250/$500). Other benefits include:

  • 401(k) with a generous company contribution (100% match on up to 8% deferral)
  • Paid time off, starting at 200 hours (25 days)
  • 10 Paid holidays
  • Paid parental leave (6 weeks paid at 100%)
  • Flexible spending accounts - for medical and dependent care (childcare) expenses
  • Life and disability insurance
  • Employee Assistance Program
  • Referral program
  • Advancement opportunities

Foremost Farms USA is proud to be an Equal Opportunity and Affirmative Action Employer. Applicants are selected without regard to race, ethnicity, creed, color, religion, sex (including pregnancy), age, national origin or ancestry, disability, genetic information, veteran/military status, sexual orientation, gender identity, or other protected characteristic under federal, state or local law.

This job summary is intended to be brief and does not list all the duties for this position. Nothing in this job description should be construed as an express or implied contract of employment. Foremost Farms USA is an at-will employer, which means that either party is free to terminate the employment relationship at any time, without any advanced notice, for any reason or no reason

Equal Opportunity Employer

Minorities/Females/Veterans/Disabled are encouraged to apply.

At Foremost Farms USA, we believe that employee diversity brings strength to our organization. We are committed to providing equal employment opportunity to all individuals regardless of their race, creed, color, religion, sex, age, national origin, disabilities, veteran status, marital status, sexual orientation, military status, genetic information, or any other characteristic protected by state or federal law.

Successful completion of pre-employment screening is required, which could include a drug test, background check, and other verifications or assessments to be sure you will be able to succeed in your position.

Are you ready to Be Foremost?

Apply today at www.foremostfarms.com