Customer Service Specialist

1 month ago

Ontario, United States Ajinomoto Windsor, Inc. Full time

Position Summary:

Responsible for the fulfillment and management of customer order requirements through direct and indirect (i.e., fax, email, phone or EDI-electronic data interface) contact; coordinates order requests to ensure that all orders are shipped in a timely and accurate manner; follows all policies to achieve high levels of efficiency and performance

Position Essential Duties and Responsibilities:
  • Processes orders directly from customers via phone, EDI, email and fax, reviewing orders for availability, utilizing stock status reports as well as warehouse sailing schedules; communicates product availability and delivery dates to customers.
  • Monitors orders for adherence to correct pricing, proactively working with sales or customer to correct any issues prior to the order invoicing.
  • Establishes and maintains effective communication/working relationships with customers/sales representatives; coordinates order processing and resolves product availability/shipping/pricing problems to ensure company service objectives are attained.
  • Determines economical shipment/delivery locations (outside warehouse LTL shipments or direct shipments) which coincide with customer requirements:
  • Coordinates with shipping schedules provided by warehouses and distribution and determines shipping dates to ensure timely receipt by customer.
  • Utilizing company order processing system, enters all orders on a continual basis; performs proper editing procedures to assure all pertinent information is accurate.
  • Coordinates service requirements with shipping department and/or outside public warehouses for requirements of orders to ensure accurate picking and scheduling on shipments/deliveries.
  • Monitors progress of orders to ensure timely and complete deliveries; open orders report reviewed daily to ensure status of all orders is accurate in accordance with shipping dates, cases, and eventual shipment confirmation.
  • Assures that orders are confirmed as shipped on a timely basis and correct pricing has been received for the respective customer/order.
  • Informs customers of any significant changes affecting product availability and/or delivery dates; ensure customers minimum order requirements can be achieved; works with all customers/warehouses to communicate product availability and any situations affecting service and production operations.
  • Receives requests from sales representatives for samples of Ajinomoto Foods, North America for products to be utilized in product demonstrations with existing and potential customers; communicates all requests to Sample Coordinators to assure preparation and delivery.
  • Assist the accounts receivable department with resolving customer remittance deductions or disputes by providing documentation as required; assures that credit policies are properly maintained.
  • Communicates any circumstances which could affect production operations immediately to assure timely preparation and response.
  • Submits new customer information for set-up and/or updates of company records
  • Identifies and resolves issues by understanding the situation, determining the cause and providing/explaining the best resolution
  • Prepares and publishes reports for internal and external customers as needed
  • Contributes and provides support to the team as needed
  • Performs all other assigned work as required
Position Qualifications:
  • Previous customer service representative experience of 3-5 years required, preferably in food manufacturing and/or outside warehouses
  • Strong oral and written communication skills
  • Strong organizational skills
  • Strong analytical and problem solving skills
  • Highly motivated individual with the ability to handle many tasks while maintaining a high level of confidence
  • Ability to maintain professional courtesy when communicating with Ajinomoto Foods, North America internal or external customers and suppliers
  • Ability to work well with others in a team environment, inside as well as outside the department.
  • Extensive knowledge of Microsoft Excel and Word is required.
  • 3-5 years of experience required working with ERP systems on a daily basis (JD Edwards experience preferred)
  • Ability to handle confidential customer, legal and company information
  • Ability to multi-task and work in a fast-paced environment
  • Passionately focused on continuous improvement
  • Pay range $23.00 - $25.00

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