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Sr. Customer Service Specialist
2 months ago
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ASR Group is the world’s largest refiner and marketer of cane sugar, with an annual production capacity of more than 6 million tons of sugar. The company produces a full line of grocery, industrial, food service and specialty sweetener products. Across North America, ASR Group owns and operates six sugar refineries, located in Louisiana, New York, California, Maryland, Canada and Mexico. In the European Union, the company owns and operates sugar refineries in England, Portugal. ASR Group also owns and operates mills in Mexico and Belize. The company’s brand portfolio includes the leading brands Domino, C&H, Redpath, Tate & Lyle, Lyle’s and Sidul.
OVERVIEW
As a Sr. Customer Service Specialist, you are the main point of contact for the flow of order information from customer to ASR Group and feedback of supply information to customers throughout the “lifetime” of those orders from receipt to delivery. You will use resources available to ensure full understanding and visibility of any past, current and future risk to customer supply. The CSR ensures customer satisfaction by implementing corrective actions to mitigate these risks and effectively communicating with the customer through to resolution.
DETAILED ROLES & RESPONSIBILITIES
Effectively manage the manual, EDI and Esker order capture process to service key customers across all channels in line with an agreed Customer Service Policy and contracts in place
Accurately process customer orders and change requests
Work across the end to end supply chain to interpret customer contracts and requirements
Proactively track order status and notify customer of delays
Processes Customer Complaints and Returns according to our policies
Drives to improve the % automated order capture
Conduct root cause analysis to drive continuous improvement.
Efficiently manage of incoming service requests in line with an agreed Customer Service Policy via email, phone and in person
Analyze data and responding to customer questions in a timely manner, with urgency
Provide pro –active support in ensuring customer deadlines/expectations are met
Resolution of key customer queries and enquires to help payment
Educate key customers on rules of supply such as lead times, Minimum Order Quantities, product information, delivery dates, etc.
Create collaborative relationship within supply chain to best service customer, working with distribution and logistics.
Manages more complex/ strategic customers
Establish a strong communication with internal and external customers, order management area, Finance and colleagues from other parts of the business on adaily basis in person, via phone and email to ensure customers’ expectations are met
Identify opportunities and solutions to improve Supply Chain performance to deliver better OTIF targets
Support the creation of relevant KPI’s and ensuring the cost effectiveness of customer service order capture
Education of sales colleagues on order capture process and importance of getting contracts right first time all the time
Escalate challenges or concerns from customers to the CS Manager/ CS Supervisor when needed forimmediate customer service resolution
Additional responsibilities to support other activities
WORK EXPERIENCES
4-8 years working in customer service or inside sales in a manufacturing environment
Experience working in SAP/CRM preferred
EDUCATION REQUIREMENTS
Bachelor’s degree in business administration or supply chain management with a strong academic record
Equivalent combination of education and experience will be considered
SUPERVISORY RESPONSIBILITY
None
Drive for Results – perform independently and manage multiple tasks/projects simultaneously
Execution – Attentive to detail and demonstrated ability to deliver on accountabilities.
Strong influencing and communication skills
Ability to manage workload and identify priority tasks to meet tight deadlines
Good team player and remains calm under pressure, supporting the company mission
Good verbal and written communication skills
SAP or computer literacy (ideally good Excel skills)
Knowledge about company products and internal processes (preferred)
FMCG commercial understanding and customer oriented attitude / approach
Effective task management and team player
An ability to learn quickly and work effectively with people at all levels of the organisation
LOCATION OF ROLE
HOURS
We are an equal opportunity employer. We do not discriminate on the basis of race, color, creed, religion, gender, sexual orientation, genderidentity, age,nationalorigin, disability, veteranstatusorany other category protected under federal, state, or local law. All employment is decided on the basis of qualifications, merit, and business need.
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