Client Relations Coordinator

2 weeks ago

Baltimore, Maryland, United States ASR GroupDomino Sugar Full time

ASR Group is recognized as the premier refiner and distributor of cane sugar globally, boasting an impressive annual production capacity exceeding 6 million tons. The organization offers a comprehensive range of grocery, industrial, food service, and specialty sweetener products. In North America, ASR Group operates six sugar refineries strategically located across various states and regions. Additionally, the company has established a presence in the European Union with refineries in England and Portugal, along with mills in Mexico and Belize. The brand portfolio includes well-known names such as Domino, C&H, Redpath, Tate & Lyle, Lyles, and Sidul.

POSITION SUMMARY

The Client Relations Coordinator plays a pivotal role in supporting team objectives by embodying the organization’s Vision & Strategy while maintaining a high level of professionalism. In this capacity, you will serve as the primary contact for customer orders and inquiries, acting as a vital link between Customer Service, Sales, and Supply Chain teams. Your responsibilities will include collaborating effectively to monitor and communicate the status of orders and information flow to clients. You will leverage available resources to ensure comprehensive understanding and visibility of any potential risks to customer supply. The Client Relations Coordinator is committed to ensuring customer satisfaction by implementing corrective measures to address these risks and maintaining clear communication with clients until resolution.

KEY RESPONSIBILITIES

  • Manage the order capture process, including manual, EDI, and Esker systems, to effectively service key clients across all channels, adhering to established Customer Service Policies and contractual agreements.
  • Process customer orders and modifications with precision.
  • Thrive in a dynamic team environment.
  • Collaborate across the entire supply chain to interpret customer contracts and requirements.
  • Proactively monitor order status and inform clients of any delays.
  • Handle customer complaints and returns in accordance with company policies.
  • Drive initiatives to enhance the percentage of automated order capture.
  • Conduct root cause analyses to foster continuous improvement.
  • Efficiently manage incoming service requests via email, phone, and in-person interactions, in line with agreed Customer Service Policies.
  • Analyze data and respond to customer inquiries promptly and with urgency.
  • Provide proactive support to ensure customer deadlines and expectations are consistently met.
  • Resolve key customer queries to facilitate payment processes.
  • Educate clients on supply rules, including lead times, minimum order quantities, product details, and delivery schedules.
  • Establish strong communication with internal and external stakeholders, including order management, finance, and colleagues from various departments, to meet customer expectations.
  • Train sales colleagues on the order capture process and the importance of accurate contract execution.
  • Escalate customer challenges or concerns to the Customer Service Manager or Supervisor as necessary for immediate resolution.
  • Contribute to additional responsibilities that support departmental growth initiatives.

EXPERIENCE REQUIREMENTS

  • 3-5 years of experience in customer service or inside sales within a manufacturing context.
  • Familiarity with SAP/CRM systems is preferred.
  • Experience in processing international orders and preparing export documentation is advantageous.

EDUCATIONAL BACKGROUND

  • A bachelor’s degree in business administration or supply chain management is preferred.
  • An equivalent combination of education and experience will be considered.

SUPERVISORY RESPONSIBILITY

No supervisory responsibilities are associated with this role.

ESSENTIAL SKILLS AND ATTRIBUTES

  • Strong drive for results, capable of working independently while managing multiple tasks and projects.
  • Attention to detail with a proven ability to fulfill responsibilities.
  • Excellent influencing and communication skills.
  • Ability to prioritize tasks effectively to meet tight deadlines.
  • A collaborative team player who remains composed under pressure, supporting the company’s mission.
  • Proficient verbal and written communication skills.
  • Computer literacy, particularly in SAP and Excel.
  • Familiarity with company products and internal processes is preferred.
  • Understanding of FMCG commercial dynamics and a customer-oriented approach.
  • Effective task management skills and a strong team-oriented mindset.
  • A quick learner who can work effectively with individuals at all organizational levels.

LOCATION

This position is based in Baltimore.

ASR Group is an equal opportunity employer. We do not discriminate based on race, color, creed, religion, gender, sexual orientation, gender identity, age, national origin, disability, veteran status, or any other category protected under federal, state, or local law. All employment decisions are made based on qualifications, merit, and business needs.

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