Customer Service Representative II

2 months ago

St Charles, United States Ensign-Bickford Industries Full time

This opportunity is located within our AFB International business, the global science and technology leader in pet food palatability. We develop and produce a full range of liquid and dry palatability enhancers using high-quality ingredients proven to optimize companion animal response and consumption.

Job Description

Summary Responsible for assuring both external and internal North American (NA) customer expectations are met as they relate to order processing, logistics and tracking, customer and product service, distribution control, market intelligence, and product invoicing by performing the following duties. A successful candidate will have strong inter-personal and communication skills in-person, over the phone, emails, and virtually along with having a passion for pets and their feeding experience.

Responsibilities:

  • Provides a positive customer experience that leads to improved customer satisfaction

  • Processes and schedules NA customer orders, samples and change orders via telephone or email

  • Prepares and generates NA customer invoices based upon established guidelines and procedures

  • Issues credits/re-bills based upon established guidelines and procedures

  • Issues NA customer complaints based on guidelines and procedures

  • Interfaces with other internal departments as needed to ensure fulfillment of NA customer orders and order progress

  • Provides information inquiries by NA customers- internal/external- pertaining to orders and products

  • Interfaces with freight carriers for NA customer loads and logistics coordination

  • Maintains order processing and scheduling system with plant personnel

  • Helps deliver timely customer responses to inquiries and documentation requests

  • Acts as back-up to International Customer Service and NA Customer Service as required

  • Other duties as assigned

Qualifications

  • Bachelor's Degree

  • 6+ years' experience in customer service environment, or equivalent combination of education and experience

  • Prior experience with finance/accounting

  • Expert knowledge of related customer service procedures, policies and processes

  • Knowledge of logistics coordination and order processing

  • Ability to maintain accurate records relating to jobs as they are planned, performed and completed. Skill to use electronic means for recording data.

  • Excellent interpersonal communication skills to interact effectively with peers, co-workers, scientists, researchers, supervisors, customers and vendors as required.

  • Advanced skill level in MS Office Applications such as Word, Excel, and Outlook. Knowledge of order entry/distribution software package(s).

  • Has the ability to learn and adapt new information and technology platforms

  • Active listening and problem solving skills

  • Ability to use independent judgment to make decisions, and to successfully perform work in autonomous environment

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 25 pounds.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet.

AFB International is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to race, religion, color, sex, age, disability, sexual orientation, genetic information, national origin, or veteran status.

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