Customer Service & Planning Representative
Kraft - Woburn, MA

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As the lead customer service and planning representative for the Gelatin and the Flavors & Ingredients businesses, the successful candidate must exhibit strong communication skills, have effective relationships with other functions, including hourly operators, creatively solve problems, have patience and understanding of others, be a forward thinker and have passion for delivering strong service to our customers.

Core Responsibilities

  • Manage all customer service activities: intake of orders; assurance of compliance to production schedules for customer requirements; coordination of shipment activities.
  • Forecast demand planning activities by working with customers, business planners and schedulers.
  • Facilitate hold & release activities with Quality organization for timely release of product to customers.
  • Work closely with transportation for accurate and timely delivery of product to customers.
  • Coordinate credit & collection and new account set up activities with off-site group.
  • Be the day-to-day expert for your customer.
  • Develop thorough understanding of the industry and trends within the industry, customer and market.
  • Schedule and execute weekly meetings with key customers to review status of orders, service and quality issues and forward demand outlook.
  • Develop strong relations with customers – learn their business, the products they buy, their special needs and requirements, for excellent customer service.
  • Work with FDA and USDA to acquire health certificates for international shipments. Ensure completeness of documentation for timely shipments.
  • Execute assignments by utilizing SAP.
  • Manage the full cycle By Products business - sales, bid processes and shipments.
  • Review monthly broker commissions.
  • Ship sample requests.
  • Process price changes.
  • Manage customer analysis letter program.

  • Strong organizational and communication skills – writing and speaking
  • Previous team environment experience – ability to influence.
  • Proven negotiations and conflict management experience.
  • 4 – 7 years customer service experience with planning and/or logistics activities.
  • Minimum intermediate proficiency with Microsoft Outlook, Word and Excel.
  • SAP experience preferred.
  • 3 years manufacturing experience preferred.
  • 4 year degree required in Business Administration, Marketing, Operations or Logistics.



Primary Location



Kraft - 21 months ago - save job
About this company
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At Kraft, we make brands that are known and loved the world over – and we’ve been doing it for generations. Today we’re...