Customer Support Associate

1 week ago

Novi, Michigan, United States Mimilk Full time

Customer Service Representative

Job Category: Operations Requisition Number: CUSTO001267

Company Overview

Michigan Milk Producers Association (MMPA) is a member-owned dairy cooperative established in 1916. Serving approximately 1,600 dairy farmer members across multiple states, MMPA is the 10th largest dairy cooperative in the United States, employing around 320 individuals.

About Us

MMPA is responsible for marketing nearly 5 billion pounds of milk annually to various fluid milk customers and food ingredient manufacturers. Our operations include two manufacturing facilities in Michigan and a cheese plant in Indiana, producing a diverse range of dairy products such as butter, ultra-filtered milk, powdered milk, cream, and condensed skim milk. These products are essential for numerous food manufacturers that create popular end-use items like candy, ice cream, pudding, baked goods, cheese, and yogurt.

Position Overview

As a Customer Service Representative, you will play a vital role in managing daily orders, scheduling pickups, completing necessary documentation, and delivering exceptional service to our clients.

Key Responsibilities:

  • Accurately receive and input customer orders while considering specific customer requirements.
  • Gain a comprehensive understanding of the order process from input to cash collection, ensuring all follow-up actions are executed.
  • Provide post-sales support by addressing billing inquiries, issuing certificates, and initiating quality complaint processes.
  • Monitor email communications and respond to customer inquiries promptly.
  • Gather information from customers to understand their specific and general needs.
  • Identify root causes of issues and resolve them effectively based on experience and knowledge.
  • Proactively anticipate potential problems and develop solutions to maintain high levels of customer satisfaction.
  • Assist colleagues within the department as needed.
  • Perform additional duties as assigned by supervisors, sales, supply teams, and customer service.
  • Ensure consistent enforcement of policies and procedures among team members.
  • Keep track of inventory levels relevant to shipping orders.
  • Foster positive relationships with clients and sales teams.
  • Communicate effectively with customers, sales departments, and other internal teams.
  • Collaborate with leadership to identify customer issues and keep management informed of trends and observations.

Qualifications:

  • Experience with order entry systems is essential.
  • Proficient computer skills, including knowledge of Microsoft Office and Outlook.
  • Detail-oriented with the ability to manage multiple tasks efficiently.
  • Strong problem-solving capabilities.
  • Excellent communication, planning, and organizational skills.
  • Basic understanding of supply chain processes.
  • Fundamental math skills.
  • Ability to operate standard office equipment such as telephones, faxes, scanners, and printers.

To succeed in this role, candidates must demonstrate the ability to perform each responsibility effectively. Reasonable accommodations may be provided to enable individuals with disabilities to fulfill these responsibilities.

This job description is intended to outline the primary responsibilities and qualifications for the role. Responsibilities may evolve over time with or without notice.

MMPA offers meaningful work that contributes positively to the dairy industry and our communities. The diverse talents and perspectives of our workforce enable us to meet the needs of our member farms and the customers we serve.

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