Customer Service Specialist II

5 days ago

Westlake, Ohio, United States Lyons Magnus Full time
Customer Service Specialist II

Lyons Magnus is a leading food industry company that prides itself on innovation and creativity. We are seeking a highly motivated Customer Service Specialist II to join our customer operations team.

Key Responsibilities:
  • Provide exceptional customer service experiences at all points of the business cycle, including product inquiry, pricing requests, order entry, order fulfillment, and problem resolution.
  • Understand customer needs and communicate effectively across multiple levels of the organization.
  • Interact with sales teams, providing support to company sales personnel, distributors, and manufacturing representatives.
  • Oversee and provide personal attention to high-value accounts.
  • Prioritize work independently and complete tasks with minimal supervision while collaborating with other team members.
  • Process orders accurately in a fast-paced environment.
  • Understand freight methods.
  • Interact daily with customers and colleagues via phone and email.
  • Ability to navigate ERP and CRM systems.
  • Primary point of contact to provide first-class customer service to our customers.
  • Enter orders, manage, or escalate any concerns, and ensure that appropriate changes were made to resolve issues.
  • Problem Solver - Use creativity to design or explore options to deliver excellent customer support in an orderly, efficient, and timely manner.
  • Collect prompt and accurate customer feedback to resolve issues in a timely, professional manner.
  • Work with price lists and/or other department heads to determine charges for products requested.
  • Resolve any billing issues by processing product returns and credits and working with the Finance department where necessary.
  • Partner with sales, marketing, commercialization, regulatory, supply chain, quality, business analytics, and operations teams to ensure meeting and exceeding customers' service expectations.
  • Daily/weekly evaluations of production at multiple manufacturing facilities to support high levels of communication to customers, sales leads, and multiple divisions within Lyons.
  • Inventory/Production reporting to customers and sales leads.
  • Support sales and business development initiatives to support the customer's needs.
  • Issues credits, sends order acknowledgments, and composes emails to customers and potential customers.
  • Communicates with all individuals whose involvement impacts customer communications.
  • Track shipment status of customer orders.
Requirements:
  • Customer focus mentality to deliver excellent and consistent service.
  • Independent decision-maker but successfully works as part of a team.
  • Ability to work successfully with cross-functional team members to build trust and respect amongst peer groups and recognizes the importance of solid relationships to influence others to get things done in a timely fashion.
  • Professional written and verbal communication with the ability to communicate clearly and concisely, both orally, in writing, via virtual platforms (i.e., Zoom and Microsoft Teams), and in person.
  • Strong organizational and problem-solving skills.
  • Ability to work in a fast-paced environment, handling multiple priorities at once with a positive attitude.
  • Experience working with logistics teams.
  • Customer service experience in manufacturing background preferred.
  • Excellent time management - can balance multiple priorities and meet deadlines.
  • Proficient in computer applications, including Microsoft Office and CRM platforms, preferably with Microsoft Dynamics AX and Salesforce.
  • Confident presenting updates to leadership and cross-functional teams.
  • Ability to travel occasionally to various Lyons manufacturing plants and customer meetings.
Education and/or Experience:
  • Bachelor's degree in Business Administration, Project Management, Operations, or related field.
  • 3+ years of Experience in Customer Service.
  • 2+ years of managerial experience (preferred).
  • 3+ years of Experience in Foodservice distribution (preferred).

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