Customer Service Representative
Kraft - Champaign, IL

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Summary Statement

:

The Customer Service Representative acts as the primary link with the

Customer

Service

Center

/ Coordinators and Distribution Department. Each representative is responsible for daily management of the Customer Service area assigned.

Primary Responsibilities/Accountabilities

:

Communication by phone, fax, or e-mail of product cuts, order delays, and carrier information.

Problem solving – wrong purchase order and shipment facilitation (short lead time orders, addition / deletion orders).

Process customer orders in MATRIX.

Unlock orders as needed in COD.

Schedule backhaul appointments.

Coordinate “special handling” orders with Distribution Operations.

Identify issues as they related to OSCOT.

Primary Responsibilities/Accountabilities

: (cont’d)

Research shipping errors, pallet issues, and pallet ticket traces.

Coordinate and track custom modules.

Visit a customer or

Customer

Service

Center

.

Responsible for MATRIX truck board accuracy.

Filing of customer orders.

Tracking CSC errors.

Tracking OSCOT delay disservices.

Other duties as assigned by Supervisor.

Know, understand, enforce and comply with Kraft Food’s Environmental Policy.

Reduce Kraft’s Environmental footprint.

Expectations

:

DISTRIBUTION

Update, maintain and administer on a weekly bases the Access Labor Planning Database.

Update, maintain and administer on a weekly bases the Truck on-time report as well as the truck turn-around reports.

Responsible for scheduling meeting rooms, assisting in the preparation of all meetings as directed by the DC Manager and sending follow-up and / or other related notes from these meetings.

Assist DC Manager in various follow-up from other DC managers to insure all deadlines are met.

CUSTOMER SERVICE

Responsible for the accuracy and timeliness of

OSCOT data in support of Level IV green rooms meetings.

SAFETY

Zero lost time accidents.

Zero recordable accidents

100% attendance at safety meetings – including safety reps.

Address unsafe conditions as they are noticed.

LEADERSHIP

Maintain excellent satisfaction survey results.

Communicate and reinforce department’s vision, mission, goals, and carry out action plans for accomplishment.

Expectations

: (cont’d)

Support the Champaign team at all times.

Maintain sense of urgency toward the business.

Exhibit initiative to address issues – before someone else prompts with questions.

Constantly strive to improve processes on an on-going basis.

Set high standards for yourself.

Exhibit a positive outlook and a can-do attitude in accomplishing your goals.

Organizational Relationships

:

Reports to Distribution Planning Manager.

Works with CSC’s, Distribution, Outside Storage, and Transportation personnel.

Qualifications

Qualifications/Abilities

:

Excellent verbal and written communication. Ability to handle customer complaints and to constructively handle conflict. Ability to function under pressure and manage stressful situations and multiple priorities. Strong interpersonal skills. PC knowledge.

Note:
This is not an all inclusive list but does reflect those key elements of the business identified to date.

This is intended to be an evolving document that reflects an environment of change.

Job

:

Conversion/Manufacturing

Primary Location

:

NA-US-IL-Champaign

About this company
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The Kraft Heinz Company is the third-largest food and beverage company in North America and the fifth-largest food and beverage company in...