Specialist, Customer Service

3 weeks ago

Alsip, United States Aspire Bakeries Full time

The Customer Service Specialist is responsible for handling all aspects of order management for distributor customers. The ideal candidate has a significant role in partnering with and ensuring long-term success with their portfolio of assigned customers. This position will also connect with key internal stakeholders to deliver an exceptional customer experience on behalf of the company. The qualified candidate has exceptional interpersonal follow-through and analytical skills.In addition, the ability to manage multiple priorities while meeting deadlines in a fast-paced environment.

Accountabilities:

  • Ensure our mission of providing world-class customer service to assigned customers is met based on our Customer Centric Strategy.
  • Manage the order process for distributors (order process entails receipt, entry, order confirmation, and shipment verification of orders, including troubleshooting order/delivery issues).
  • Passionately build and maintain strong, long-lasting customer relationships internal and external
  • Work closely with transportation and warehousing to proactively address customer shortages, 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 with customers.
  • 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.
  • Effectively handle customer escalations and identify the root causes and section items to reduce and/or eliminate customer issues.
  • Key contact to distributor purchasing contacts.
  • Ensure timely and successful delivery of solutions according to customer needs and objectives.
  • Identify and grow opportunities with a 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.
  • Filing and maintaining customer files.
  • Research and coordinate product returns and quality issues.
  • Review, address, and meet established daily KPI reports.
  • Answer and respond to incoming calls and emails in a timely manner.
  • Ad hoc projects as requested.

Qualifications:

  • A high school diploma or GED is required.College degree preferred or equivalent coursework or work experience is preferred.
  • A minimum of 3-5 years of customer service experience OR related experience in a customer interfacing function
  • Must be able to work on computer and answer phone calls for entire shift duration
  • Reliable internet connection is paramount
  • The ability to work remotely and manage time efficiently
  • 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.
  • Experience in the food and/or manufacturing environment preferred.
  • Proficient in Word, Excel, PowerPoint & SAP.

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